I was recently traveling from Houston, TX, back to Oklahoma City, and as usual, I was flying Southwest. If you have ever flown SW, you know the drill: Line up according to your boarding number, A1-A60 first. My boarding position this trip was A31, so I was at the very front of the second line. […]
Tag Archives: grounded
Making Difficult Choices
In preparation for a 2020 sailing trip around the island of Antigua, my wife Samantha and I inspected some sailing vessels that were available for us to rent. These were 44-foot catamarans and were truly tricked out for luxury. While there are advantages to hiring a captain, we like the fact that I have certification […]
The Consequences of Not Planning Ahead
My wife Samantha and I love the sea. We try to boat, sail, or generally get into the salt water as much as we can. We recently had an opportunity to spend a week on the island of Antigua (we were scouting for a 2020 sailing trip) and we did a lot of snorkeling. We […]
Don’t Ruin a Great Experience!
Don’t you hate when you’re having an amazing digital experience with a vendor, and they ruin it? Here’s the story. After a successful series of meetings in Atlanta, I returned my Hertz rental car and headed for the terminal. I really love the convenience of the email receipt—no waiting around for an associate with 20 […]
Change in Perspective Reveals New Insight
Something fun I get to do with my wife Samantha is go to the west coast of Florida and just chill out. We like the area of Bald Point and Alligator Point near the town of Panacea. We keep a small fishing boat at the marina in Panacea so we can have a down-and-back trip […]
Believe me, Good Self Service Works, Just Let me Choose …
Due to my frequent flights in and out of Atlanta, I have become a loyal Delta customer—with a status to show for it. While I generally think they offer a good flying experience, there have been a couple of instances where their efforts to provide a quality personalized service actually diminished my flying experience. Don’t […]
Being Creative in Any Situation
I recently needed to have an online meeting while I was at the Oklahoma City airport. While I wouldn’t normally schedule this type of presentation with the knowledge that I would be in a public space, circumstances aligned that this could not be avoided. I got to the airport with plenty of time to spare […]
Innovation Needed – Marriott Are You Listening?
It seems I have a never-ending supply of stories from mainline companies who just can’t get their customer service act together. Here’s my reasoning for sharing them: since I try to highlight the good and innovative things companies do, it’s only appropriate that when there is a customer service failure, I call that out, as […]
Why Making Assumptions is Almost Always Wrong
I am all for ridesharing. I’ve found the cost of Ubering to the airport and back is less than parking at the airport for any trip at least three days long, and a lot less stressful. The majority of drivers are both pleasant to chat with (if you want) and get me where I need […]
I’m Not as Innovative as I Thought …
Despite my quest to look for innovation in all aspects of everyday life, I often amaze myself at the number of instances I remain oblivious to it, even when it is staring me right in the face and working in my favor. For instance, there was the time I rented a beautiful new car from […]