This is one of those likability rules that just makes sense. We all want to be around the people who make us laugh or smile or feel good about ourselves, and we try avoid the people who make us feel ... well, not so good about ourselves.

The Kihei, Hawaii Post Office is a good example of what I'm talking about. It has a reputation for being the gathering place for...

Bob Sommers

My dad used to tell me that I could either learn my life lessons the easy way or learn them the hard way, and the easy way was always better. I never fully understood what he meant by that until one day as an adult in the Orlando airport.

As the owner of a customer service training company, I was constantly flying from one city to the next either attending a...

Bob Sommers

I first saw the idea implemented while visiting the Opryland Hotel in Nashville, Tennessee. It was pure genius. There was a steady stream of guests waiting to check-in to the hotel who were all cheerfully greeted by friendly front desk clerks wearing name tags. But these were no ordinary name tags. They had a magical quality about them that transformed the attitude of...

Bob Sommers

My wife Susan and I rarely sit down and watch TV together, but when we do we have an unspoken rule that allows us to enjoy our time together. If she sits down first, we watch what she wants to watch. If I sit down first, we watch what see wants to watch. Simple, and eminently fair according to Susan.

Last night we were watching a show about...

Bob Sommers