Make the Iron Hot

  • Never Ask How a Mattress Feels
    Brian 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...
  • I’m Really Going to Miss Being a Janitor
    The 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...
  • Bright Sunshine 12-Miles Ahead
    Crawling 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...
  • The Ryan Estis Approach to Becoming a Superman of Customer Experience
    Ryan 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...
  • 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...
  • Bob Dylan: How To Recognize the Vision
    Al 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...
  • Reflecting on 40-Hours in Bed
    I’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...
  • Your Illegal Passenger Drone is Waiting Out Front
    A 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,...
  • Place a Crown Upon Your Customer’s Head
    There’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'...