Paul Grau Jr

“Positive expectations are the mark of the superior personality.”
- Brian Tracy

The other day my family and I arrived home from a road-trip. In lieu of cooking dinner, we decided to pick it up at a local fast-food restaurant. I’d been seeing a commercial all week about a steak flatbread this restaurant was offering, so I asked my wife to get two...

“It's the little details that are vital. Little things make big things happen.”
- John Wooden

Whether we’re willing to admit it or not, we all screw up from time to time when dealing with our customers. When it happens, we have a choice to make; admit the error and make it right, or refuse to accept responsibility and create a poor customer exper...