I’ve just returned home from a glorious week in Florida with my wife and daughters – it was an amazing trip, and most importantly my…

It’s 6:30 AM and I’m enjoying a family vacation. In between sips of coffee and reading a fantastic biography of Frank Sinatra, I’m reflecting on…

It’s Monday morning and I’m sitting here on a plane getting ready to take off. Next to our plane is an Airbus A320 getting ready…

I had a friend doing some customer experience work for one of the biggest brands in the world. She told me they had made a…

A couple of weeks ago I was speaking at a conference and found myself in a conversation with the president of a large distribution company….

This weekend, I got the call that I’d been both expecting and dreading for the past few months.   A member of my family who’d…

“I can get you those numbers.” Or “I’m sure I could get that information.” These are both examples of the most harmful phrases to be…

It’s hard to believe that I’ve been writing the Tuesday Tidbits™ for over five years. One of those classic Tidbits was written in 2014, and…

I was walking through the Detroit airport the other day and was in a bit of a rush to catch my next flight. I had…