Customer Service is a term that’s time has come and gone. Providing service to a customer does not capture the meaning of what customer service is truly about; because of this, it’s a coin toss as to whether or not exceptional customer relations are being provided. Some may say it’s not in the moniker, rather […]

By the time Gillette Stadium was up and running, my staff at the New England Patriots had grown to 40 people, and new staff members were joining the department at a rapid pace. I quickly realized that communicating with a larger group compared to a small core group of employees was a bit more complicated. […]

“Billy, tell your grandfather that he is welcome to sit on the bench with the team so he doesn’t have to stand.” This sentence seems to be quite innocent; in fact, it should be viewed as considerate. That is until you hear Billy’s reply, “That’s my father – NOT my grandfather.” Insert foot into mouth. […]