We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and,

I was staying at a dive resort in Papua New Guinea recently. It was quite pleasant, with friendly staff, comfortable accommodation and good food.

I lost my mobile telephone. The telephone company told me to file a police report and then come down to their office to buy a new phone.

My video duplication company has been a reliable and responsive supplier. They should be – I have spent more than $62,000 with them in the past few years.

We use a convenient laundry service that picks up our dry-cleaning and delivers.

Douglas, an elected delegate at the Democratic National Convention in the United States, dropped his Handspring Visor

My friend Benny told me about a local restaurant that serves a variety of Chinese dim sum dishes. He went there with five friends for

Legendary Service.

Many organizations use this phrase to describe and promote their service. But how many have really earned it?

Singapore’s Changi Airport has been rated #1 in the world so many times the trophy cabinet is bulging.

They’ve hit #1 in efficiency, speed, shopping, security, safety and ease of use.

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside.