Putting the Service in Customer Service

I recently stopped at Enriqueta’s for breakfast. Enriqueta’s is a little Cuban coffee shop on 29th Street, smack dab in the center of Miami‘s exploding Midtown/Wynwood/Design District area.As the Miami New Times wrote, “Between 6:15 and 11:00 a.m., a...

When the Student is Ready…

Somewhere around Y2K, I was introduced to Susan Ford Collins. When we first met, Susan gave me a copy of her latest book, The Joy of Success. Because I’m a little obsessed with reading, I dove right in and polished off the book in a weekend. It was well written...

When Everything is Important, nothing is Important

The adage is as ancient as it is accurate: The wizened Indian Fakir lies down on a bed of razor-sharp nails and rests comfortably as a baby in her mother’s arms. But walk barefoot on the beach and step on an old pop-top? You cut your foot open and require...
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