I spent 20 years in radio. I started in that industry writing radio advertising. And, in those 20 years I saw A LOT of wasted advertising. Ads that were just plane awful. Or, niche neighborhood businesses that were spending money on mass media and,…

I mentioned my father’s writing on Customer Delight a couple of blogs ago. CLICK HERE to read that blog if you are interested. One of the reasons that it’s hard to do consistently is that the particular delightful service moment must be random, not…

Direct promotion in the surrounding neighbourhoods will be underway by the end of the week. Well, OK, maybe next week because it will consist of me pounding the pavement and dropping off flyers and meeting people and, like everyone else, I am really sick…

I would love to provide remarkable service to every single customer. The problem is that we have a lot of customers - every day - and to hit it out of the park every time is impossible. Strive for remarkable; settle for satisfactory. Yesterday,…

I am back from nine days away from The Flying Banzini. You have probably heard small business owners says something like, “You are never very far away from your business.” It’s true. A long way away in Cuba I was certainly able to put…

I have been long away from the restaurant blog. But, it’s back. I am away this coming week (Feb 14-21) on my first week-long holiday in four years. When I return I am resolved to start writing this blog Monday to Friday. What I…