This is the section where I will post news on recent development in the customer service and employee engagement world.  We can all learn from the experiences (both good and bad) of other companies, so check back here frequently to keep up-to-date on those experiences.

I’ll also post short reviews of books and articles I have read that, hopefully, will be a good way for you to find ideas and information that will be of value to you and your organization.


Being REMARKABLEby Bob Shaff I March 20, 2014

“So, why didn’t I learn this earlier in my career?” That’s the thought that went through my mind when, late…

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Personal Signatures

Personal Signaturesby Bob Shaff I September 8, 2014

This is a story about the kind of employee we all wish we had....Denny Flanagan, a Captain with United Airlines.…

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FOCUS on Customers

FOCUS on Customersby Bob Shaff I September 8, 2014

Today, my topic is FOCUS. We hear a lot about focus, and how important it is, but we don’t hear…

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Belongingby Bob Shaff I September 8, 2014

Remember when you were pledged by the sorority you wanted to join? Remember when the most popular girls in school…

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Carlos Garcia and his Cobb Salad

Carlos Garcia and his Cobb Saladby Bob Shaff I September 8, 2014

I attended a beautiful wedding recently at the Loews Coronado Bay Resort near San Diego. At the reception, as we…

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