I always love the beginning of a new year because it provides an opportunity for reflection, modification, and improvement in our daily processes and interactions with our staff and customers. It also dictates the necessity to find time for those critical tasks that seem to...

Because I travel a lot, I receive numerous surveys and comment cards from airlines, car rental companies, and hotels. I almost never take the time to complete them unless something unusual has happened. It would just take too much time to do all of them. Most of us do not take...