Create Raving Fans
Chick-fil-A seeks to create "Raving Fans"--patrons who: (1) Regularly visit Chick-fil-A; (2) Are willing to pay full price (i.e., they don't only visit when they…
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Your oasis
Ein Gedi, Israel In my previous career, when I was beginning my tenure as a shift supervisor in the Truett Operating Room at Baylor University…
“My pleasure”
Chick-fil-A famously trains their employees to reply, "My pleasure" whenever you say, "Thank you." I think it's fabulous. Not only does the phrase offer a…
What will they remember?
Once I heard someone say, "They won't remember what you said--they'll remember how you made them feel." The statement is exaggerated--on purpose--to make a point.…
Flat screen, flat characters
If you want your children to be emotionally intelligent, compassionate people who can accurately anticipate, diagnose, and care for their own inner life--read to them.…
Beware that losing feeling
None of us likes to lose. Some of us really hate it. We hate it so much that we are tempted to lie or cheat,…
Imagination and empathy
Cultivating empathy requires imagination. Whenever you find another person's point of view deeply confusing or nonsensical you have an opportunity to try to use your…
Confidence in ignorance
"Have confidence in the midst of your ignorance that ignorance does not matter, as long as you have learned where to find the information you…
Ask a question
If you're trying to build a relationship, ask questions. Most folks want to talk about things they are interested in--lots of folks enjoy talking about…
They’ll surprise you
John Hannah, my Church History prof at Dallas Seminary used to say that you'll find wisdom and folly in surprising places. The wisest people you…