Happy Thanksgiving 2015

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Greetings and pleasantries on this annual day of reflection!!

Hope you all have had a tremendous year in 2015.  I think the greatest measures of a great year are how much you’ve grown, how much you’ve laughed, and how much you have loved.  Three great areas to spend a lot of your time in.

Sending across my top 5 “lessons learned” of 2015…..from observation and some conversation…………in hopes it may spark one of the 3 things I highlighted above:

  1. Only surround yourself with people that care if you succeed.  Don’t hold people close to you that don’t care about your own success.
  2. Hug everyone around you twice as much today as you did yesterday.
  3. Don’t just take what life gives you.  Go get more.
  4. If you have to call Comcast Customer Service, make sure you are doing something else with it in the background or you will go mental.
  5. Your outlook and attitude will be the single biggest difference between you becoming good or great.

Ok, enough soapbox for one Holiday.  I hope you and yours have a great day with lots of turkey and stuffing……..me, I’ll be eating oysters and clams.

Happy Thanksgiving,




If You Bring Me a Drink, You Could Make $109 Million Dollars

airliner landing at dusk, panoramic frame

I am reaching out for help.  Anyone who works in a service capacity might have the answer.  We have issues that are plaguing companies all over America.  Things that make no sense are taking over the world and we need to stop it……

Is there a reason that the people that are supposed to be working in the cabin on Delta Airlines,  are actually in hiding most of the flight?  Like the waiter that disappears from the restaurant when you need something right?    I mean I recently timed 42 minutes in mid-flight with no one walking around to service the cabin………maybe some extra peanuts?  Pretzels?  Offer a pillow or blanket?  Should this not be the service levels that are expected by passengers?

Sure, they bring the snacks and a beer or a coke at first, but then where do they go for the next hour?  Is it just me or are you also living thru this?   Is there a reason they won’t offer passenger’s a second drink after the flight has been in the air for 90 minutes?  And it’s not like some “policy” because 1 of every 6 flights you get agreat flight attendant that is attentive and does an amazing job and asks “would you like another (fill in the blank)?   Most of the time in my experience they seem bothered when you ask them for something and go stand at the front or back while you sit there needing something for 30 minutes.

These airlines are in business to make money right?    This got me thinking about why they don’t try to SERVICE the passengers and sell the highest margin product on the aircraft, a couple more cans of beer or glasses of wine?   Someone must have thought of this already?  No?

The way I look at this is through a simple calculation…

Delta flies 15,000 flights a day around the world.  That’s a lot of flights………..  They take off and land that many times DAILY.  When you make a small tweak on every flight with BETTER SERVICE, it adds up…watch the math here………….

If they served a mere 4 more drinks per flight (10 would be easy but let’s start with 4).  That’s it, just 4 more drinks because they actually walked thru the cabin and offered them……..pretty simple with a captive audience.  I’m only talking 4 here.

Drinks are $6 a piece on average, if not more, but we won’t get into that.  Let’s just stick with 6 bucks a drink.

That’s $24 dollars per flight of extra drinks sold…………and at an estimated 80 percent margin (about right for beer or wine) , that’s $20 of profit for 4 drinks.

If there are 15,000 flights……….that’s $300,000 per day PROFIT.  See how this adds up pretty fast?

That’s $109 million dollars annually!  ONE HUNDRED AND NINE MILLION DOLLARS BY MOVING UP AND DOWN THE AISLES 1 or 2 more times per flight and just asking “would you like another drink?”……….not a big strategy change, not some new implementation from a fancy sales service.  

I’m sure there are flaws with the math (not sure what they are but maybe there is a small error that cuts that number to 70 million dollars)……….here is the point…..paying attention to your clients and all the little things  going on in your business creates BIG RESULTS. It’s the small details and inches where you can gain miles on the competition.

Service, which in my mind, is falling off a cliff in this world can be a difference maker if you CHOOSE to FOCUS ON IT.

CEO’s don’t always need new strategy or a big change in philosophy.  Do the little things right.  THINK.  Be observant of your business.

If Delta’s CEO flies on his own company’s planes this year and OBSERVES what is going on, he can get a big raise from his Board of Directors.  Or he can just read my stuff and steal my ideas.  They are simple.  Richard Anderson, have at it.   And make sure you get that raise!!

Today’s message……pay attention to everything in your business and be the most curious person about why things happen and test new ideas.  Be a maniac about all the small things.  Everything matters. Everything.


Can I trust you?

Team Trust


Sometimes great lessons hit you when you least expect them.  And those tend to be the most impactful.  On a random Thursday, a few weeks ago I was chatting with a very bright peer at the office and discussing how we bring people together and create even more teamwork within our leadership teams.  A rant began right there.  A full on rant.  As my friend moved from one seat to another and imitated great people and then those of a weaker mindset, with papers crumpled in hand, she uttered my new favorite leadership principles as she posed these questions to the air in the room………..”Do you care if I succeed?  Can I trust you?”

It hit me like a ton of bricks and I ran directly over to the whiteboard and wrote it down.  So powerful.  Think about what teamwork is…..THAT’S WHAT IT IS!!!

Do you care if I succeed and can I trust you?

Not sure I know how to say it any better, or if there was a more powerful moment for me in 2014 thus far.  Use it in your life to decide if you are surrounded in the correct environment by the right people. The best people truly care if everyone around them succeeds and fully trusts them to accomplish their goals as a whole.  Just as the best leaders excel when they have the care and full trust of their teams.

Self Induced Serial Destructionists



Job jumping never works. You ever notice that?  Why do people think that changing the job will make them better or more profitable/successful?

I call these people SELF INDUCED SERIAL DESTRUCTIONISTS.  They can’t see the truth.  It’s a big lie in their mind as to why they aren’t doing well.

The SISD often tells himself things to make himself feel better.  If I had a better boss.  If the company didn’t do x.  If my co-workers could just see y.

It’s nuts really.

Why does the SISD do this?  He’s on a mission!!  To run from everything that could be good.  Why?  CAUSE IT’S HARD TO DO BIG THINGS.  The SISD loves to waste their talent.  Complaining is easier than working.  Wasting talent isn’t seen in the SISD’s mind cause the SISD is too busy trying to convince everyone that it’s everything around them and the circumstances and not the SISD himself.

It’s hard to take a good look at what you could be doing better…Success doesn’t come without doing what’s hard.  If success were easy, everyone would do it…
The SISD would rather just talk.  Flap his lips.  Not really do what needs to be done.  The SISD wants to do what’s easy.

I have news for the SISD……and an old quote that is true for you.

“Give what they greedy man won’t and you will get what the greedy man wants.”

Service Matters

Survey form with a tick placed in Outstanding checkbox


At the end of the day we are almost all in the same business.  Surprised?  You shouldn’t be.  Whatever you are offering is probably being offered by someone else and the consumer is typically making the decisions based on one thing and one thing only……SERVICE.

Why is it so easy to get this wrong?  Because GREAT SERVICE by a human or an organization is hard by definition.  Show me something where service is always flawless from A to Z and I will look at you in shock.

Recent experiences with Delta Airlines, Comerica Bank, and AT and T (yea that is a teaser for future blogs) have all taught me that GREAT SERVICE isn’t the norm, it’s the exception.

What is main reason for this?  Most people that work at most companies don’t care about you.  Sound harsh?  Think about it.  Laughing with their buddies over a beer about the “guy that needed help and it was already near 5pm” doesn’t wreak of care or SERVICE does it?  The philosophical compass of most doesn’t direct them to you to insure an incredible experience.  It leads them somewhere else………like to the bondage of self where many mediocre souls rest and wait for the next selfish thought they can act on that has nothing to do with YOU and/or what you need.

Think about service.  Think about how hard it is.  Cause my experiences (metric to be used) is 0 for 3 in recent history.  more soon on this……..

Life Lessons from Ghandi


1. Take into account that GREAT love and GREAT achievements involve GREAT risk.

2. When you lose, Don’t lose the lesson.

3. Follow the three R’s:

  •            Respect for Self
  •            Respect for others and
  •            Responsibility for all your actions

4. Remember that not getting what you want is sometimes a wonderful stroke of luck.

5. When you realize you’ve made a mistake, take immediate steps to correct it.

6. Spend some time alone every day.

7. Open your arms to change, but don’t let go of your values.

8. In disagreements with loved ones, deal only with the current situation, don’t bring up the past.

9. Share your knowledge.  It’s the only way to achieve immortality.

10. Judge your success by what you had to give up in order to get it.