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Never Ask How a Mattress FeelsBrian Baxter, a friend and mattress-industry veteran, told me about a coaching tip he used to give the team at Sleep Train and Mattress Firm. When a consumer is...
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I’m Really Going to Miss Being a JanitorThe Beatles hummed from a Bose speaker on the counter. A shelf held hand-painted signs that said Rise and shine, It’s Coffee Time and Coffee and Friends Make...
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Bright Sunshine 12-Miles AheadCrawling along I-70 East toward Denver, the rented Ford Fusion clung to patches of pavement peppered beneath the ice. Winter Storm Decima dumped nearly a foot of...
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The Ryan Estis Approach to Becoming a Superman of Customer ExperienceRyan Estis asked attendees at the Furniture Today Leadership Conference to stand up and throw back their shoulders. Hundreds rose to their feet as heroic music...
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Don’t ask. Do tell.Travel has the unique ability to change your worldview. My journeys often inspire new thinking and a fresh take on the world. For some reason, that didn’t...
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Bob Dylan: How To Recognize the VisionAl Kooper wasn’t good enough to play guitar on Bob Dylan’s “Rolling Stone.” Al Kooper was not given permission to leave the control booth and...
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Reflecting on 40-Hours in BedI’ll spare you the painful details. A nasty bout of flu put me in bed for 40-hours. There was one five-minute visit to the bathroom. Outside of shuffling to...
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Your Illegal Passenger Drone is Waiting Out FrontA giant drone-coptor, capable of carrying a human, was by far the coolest invention I saw at the International Consumer Electronics Show (CES) in Las Vegas,...
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Place a Crown Upon Your Customer’s HeadThere’s a noticeable difference between a good barber and a great barber. A great barber delivers a consistent cut, thrives at small talk, knows your kids'...