when “business as usual” isn’t good enough anymore

Choosing a life of purpose in our work

For many years, I would hear the constant complaints from friends and colleagues about how people are treated in corporate America.  I sympathized, but really couldn’t empathize

Until now.

The Day A Bully Almost Destroyed My Business
Last month, our Glen Mills, PA studio was hired to photograph a few hundred headshots at a national bank’s local headquarters in Wilmington, DE.  We understood an agreed-upon pricing structure and sent our team over for several days, spending thousands of dollars on payroll and technology to ensure a smooth running event.

Less Blame, More Joy.

Why it's all about owning up

So you’re working on something new. And it’s super exhilarating, especially when you’re first starting out! Lots of planning takes place. You get all your to-do’s in order. But then it happens.

At first you’re hopeful, but then that new project doesn’t work out like you thought it would. And you can’t figure out why. Things started off great, but then ended up so much more disappointing than you thought it was going to be. Joy always seems possible and exciting at first. But sometimes it ends up feeling like the pace car in a race–always slightly out of your reach.

If you’re feeling this way, I’d suggest considering the idea of responsibility.

Joy In Transformation

How we can all be a little more super

Every now and then–seemingly out of the blue–my two-year-old opens the closet door, points up at his superhero cape, and says, “swuper, swuper!” As I carefully Velcro the satiny cape around his neck, he takes off as it flies behind him, the little imprinted “J” trailing out of sight.

All of the sudden, he has become Super Josh.

The truth is we all have the ability to be super. We can be super at anytime in the day, or anytime in our life.
Bring out your inner superhero

Being super is a conscious decision.

The customer service road less traveled

teaching the use good judgement or how to follow policy?

When training our teams on guest experience over the years, I’ve found that new employees often want to know exactly how to respond to Every. Possible. Scenario.

What is the exact script when we answer the phone? How do we handle it when someone misunderstands what we’re trying to sell? What are the exact steps to follow when a guest is unhappy?

The options are often overwhelming.

What's better: teaching someone to use good judgement or follow policy

Why I’m against customer labeling

The unfortunate beach debacle

As the masseuse whispered that the massage was over, I didn’t feel a typical sense of disappointment that I would normally feel when relaxing bliss ends. Instead, I remembered that I booked this massage as a means of checking out the hotel it’s in.

Not for just myself, but for my kids and husband, too.

Why I'm against customer labeling

You see, my family and I set out on a vacation in the majestic area of Hudson Valley, New York this past week. With the tree-studded hills, natural streams and fresh water beaches, we knew it would offer a little something for everyone — even our two small boys.