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So you want to figure our how to create a good experience? LISTEN and care. It is that simple. If you listen you will hear all you need to know, most of the time, to help someone, meet their needs, provide a service, or create a quality experience.

Not rocket science, not even difficult really. Just listen and try to accommodate what you hear (care).

Yesterday I had lunch at a bakery, because they have wi-fi. I ordered Tomato Basil soup, and a grilled cheese sandwich. Not difficult. I order the same thing every time, so I have learned how I need to communicate it to the cashier. Ordering is tricky. Do you want the bowl of soup or the cup? Half sandwich or whole? I have figured it out…so I thought.

I place the normal order, and somehow ended up with a kids sandwich and bowl of soup. Simply, because the person who was listening did not really LISTEN, and probably had something else more important to her on her mind. Also, she forgot to give me my drink cup.

Create the best experiences possible. Become the best church, band, organization, employee, employer, friend, pastor, caretaker, or cashier possible…LISTEN, then care. That simple, that powerful.


It blows me away when people do not take what they do seriously. You have one chance in this world to leave a legacy. We all make mistakes, we all screw up, but do what you do to the best of your ability. EVERY DAY! Each customer, each visitor, each new member, each old member, each interaction is a chance to do better than you ever have before.

This morning I woke up at 3:30 a.m. (most of the time this is when I go to sleep). Got in the car. Drove an hour to the airport. Arrived in plenty of time. Step up to the counter. They can not find my reservation. Now rather than doing any research into the issue, trying my first name, looking through the roll call, etc…I got an I am sorry, there is nothing we can do. As they walked away to board the flight I was to be taking, i broke out my computer and started doing my own research. I found the reservation, but to late.

Okay, not to bad. Next flight gets me to LA with 45 minutes to spare before I have to be at my meeting. I can HUSTLE and maybe arrive a few minutes late. Do they do anything to help a brother out…NO. Stand by. 2 flights. No upgrade (im a delta person not a continental so no love there).

next time you are put in a situation where you can make a difference, which is EVERY situation, do your best…PLEASE!

Done complaining and being frustrated….well complaining anyway.

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