One of the keys to building and running a successful business and organization is to be aware of all the things (factors) which affect your business. Regardless of which industry you are in, whether you are in manufacturing or in retail, whether you sell a service or a product, you need to know what it is that the customer needs and what they want. But that is not...

What is the definition of Satisfaction Guaranteed? In 1919 in Freeport, Maine, Leon Leonwood Bean decided he was tired of wearing shoes that hurt his feet, while at work and hiking trails. He took a pair of shoe rubbers, had a shoemaker cut out a pair of seven and a half-inch tops and had the local cobbler stitch the whole thing together. The new hunting boots...

I was at a Starbucks today. There was a line of customers waiting for service. I was at the register being served by one of the two barristas, when I hear the manager tell the other barrista, to call “Next Guest, please step down”, instead of just “next”. Satisfied that he did his job, he steps away and the barrista calls “next!!”. I watched the whole...