The tin man

I’ve spent a lot of time lately thinking about mentoring. I used to think it was simply about modeling certain behaviors, but I’ve learned along the way that there is a lot more to it than that. In fact, a big part of mentoring happens before the guiding,...

Data mining

When this email landed in my inbox, it piqued my interest. My days at Custom Mattress were long ago and relatively short-lived–spanning my first four post-college years. The company closed its doors a couple of years after my departure, and I haven’t...

Shell shocker

At 8:30 on a recent Sunday night, my son and I deposited several bags of outgrown clothes and toys in a local Goodwill bin. Back at home at 8:45, I received an email from my son (who was upstairs) with a link to a promotional video for one of the toys he had just...

Word nerd

Words matter. I’ve written about phrases that make a difference to me, such as I’m sorry and you’re welcome. Imagine how my fancy was tickled when I stumbled across someone else’s interpretation of another meaningful phrase: well-deserved. In a...

It’s always personal

After I wrote yesterday’s post, I couldn’t stop thinking about how sometimes the smallest actions have the most significant effect on the customer service experience. As I ran through different experiences in my head, I realized they shared a common theme: at our very...