Recently, I found myself in a six-hour holding pattern waiting to board a repeatedly delayed flight. After about three hours into the ordeal, passenger patience had evaporated, and people began to take out their frustrations on the sole gate attendant....
Read More
During a recent exit interview, the departing manager explained that, “the lack of respect employees had for management” was a significant factor behind their leaving. Wow. Let’s talk about this. Variations on this theme often crop up in conversations I...
Read More
One sunny, 72-degree January afternoon (the kind found only in San Diego), I spent an hour at Bird Rock Coffee Roasters in Little Italy sipping a yirgacheffe pourover while watching the planes on approach to the airport. Across the street...
Read More