Alan Mulally, Optimism, and the Power of Vision

by | Apr 26, 2012

I was surprised to receive a personal phone call from Ford CEO, Alan Mulally, in 2009. He simply wanted to compliment me on an article that I had written about the power of optimism. I thanked him and asked how things were going at Ford. Mulally impressed me with his...

How the Ritz-Carlton Inspired the Apple Store

by | Apr 10, 2012

One of the questions Apple Store hiring managers ask themselves while sizing up a potential job candidate is, “Can the individual offer Ritz-Carlton level service with the right training?” The Ritz-Carlton is the gold standard of customer service so it would make...