I’m attending the premier credit union conference in the United States, in one of the premier resorts in Florida. When I asked for an umbrella during a massive storm, they said, “We have umbrellas. Just not enough.” And he walked away.


Just about every organization has front-line staff. Sometimes, they are merely used to keep the riffraff out of the organization.

Most of the times, they determine the tone of the organization. If you have someone answering your phone, interacting with your clients – people that took a lot of time to come to your place – you should do a basic cost/benefit analysis.

If your receptionist greets 100 people a day, that’s 20,000 people yearly. Should you invest money to transform all of those interactions into something spectacular? Why hiring the cheapest person when you can invest in a truly remarkable experience? And transforming customers into ambassadors.