The costs of being a specialist. "They call me the Milk Guy."
I have been to three different Atlantic Superstore locations in the last week looking for our favourite ice cream, which is out of stock...
Planning for the Unexpected
Challenges are a normal part of business so why aren’t more businesses planning for them? It is easy for your business to shine when...
Putting your expectations in cultural context
Do I expect too much? I found myself asking this questions many times last week. Last week after exiting the Hamburg Airport we found the...
A different pair of shoes
Reading Kara’s excellent recent entry Way to make a girl feel special!, instantly brought to mind a very different online footwear...
Building Lifetime Loyalty - The Long Game
Whether you love Lululemon or hate Lululemon it is hard to argue with the company’s success. It’s not just a yoga shop, it is a movement....
Three Times & I'm Still Charmed. Thanks Mario!
I admit it: I like to feel special and be looked after when I am eating out. How that happens is a complex, variable equation that...
Show me you care - and I'll still be there
Problems are inevitable no matter how hard you work to prevent them. To me, an important mark of a good business is how it works to...
When friendly isn't good enough. Scene 2: The Pub
Last night I ate in a pub in a popular tourist town in Nova Scotia. Sadly I was given more material for the theme I introduced on Friday:...
When friendly isn’t good enough, how attitudes at the top dictate culture
This past weekend I took my daughter shopping for new bathing suits. Summer had officially arrived and with it swimming season – even...
