Blog

May
20
Reflections on the Current Times

Please understand that the information expressed here are my personal feelings, based on research.They are not meant to be political in any way. I apologize upfront for the unusual length of this Blog.

On April 5, the Associated Press reported; “The US surgeon general offered some of the starkest warnings yet as he braced Americans for the worsening fallout from the new coronavirus, warning "this is going to be the hardest and the saddest week of most Americans' lives, quite frankly." The public was advised separately by the nation's infectious disease chief to "just buckle down" and that the virus probably won't be wiped out entirely this year, the AP reports. The number of people infe...


Dec
27
Guest Astonishment versus Customer Satisfaction

Shakespeare said; “A rose by any other name is still a rose and smells as sweetly.” So what’s the difference between Customer Satisfaction and Guest Astonishment. A customer is someone who runs in to a Convenience Store to buy a gallon of milk, or pay for their gas, or buy a local newspaper. A Guest is invited and therefore we treat them differently.

Every business has two sets of Guests, Internal Guests or Team Members and External Guests, the Clients or buyers of their product or service. Walt Disney said; “Our Cast Members (Internal Guests) will only treat the Guest as well as they are treated and never any better.” You can take that to the bank. If you demora...


Oct
23
Who Killed Sears?

So many people are saying so much about the announcement that Sears has filed Chapter 11 bankruptcy. Many are saying that Amazon killed them, yet other Department Stores continue to do well. Some say that the purchase by Kmart is responsible for their demise while others say that Walmart took Sears business.

Following are some facts to consider. Sears Roebuck and Company began in 1892 as a mail order catalog company. They started opening retail stores in 1925 and in 2005 they were purchased by Kmart. For the past several years they have been closing both Sears and Kmart stores. Walmart began in 1962 and Amazon started as an online bookstore in 1994.

I used to be a Sears customer and have bough...


May
23
What Makes The Difference?


On the way to watch the soccer team, that my son coaches, play in a tournament, my best option for a healthy lunch was Chick-fil-A. No one was outside the building smoking, the building was nicely landscaped on the outside and clean and neat inside. A very friendly young lady greeted me, took my order efficiently and when I thanked her, she replied; “My pleasure.” I asked for a black coffee and the Team Member said that it would take about 4 minutes to brew fresh coffee. Since time was tight, I declined and she immediately offered to fix a water to go, what a nice gesture. The entire atmosphere was pleasant, professional and friendly. Everyone was neatly attired in clean uniforms...


Mar
08
About Dave Gorden

Dave has always been in the people business. At home, he has been a foster parent to 57 different children. He is also one of the authors of "The Joy of Adoption" a Chicken Soup Book.



Within the professional speaking community, Dave has earned the designation of Certified Speaking Professional (CSP) from the National Speakers Association. CSP is the highest earned designation and it recognizes a commitment to ongoing education, proven speaking experience, and ethical behavior. In addition, he has been honored with the CPAE Speaker Hall of Fame Award. CPAE stands for "Council Of Peers Award Of Excellence" and is considered the Academy Award of the Speaking Profession. Dave is a past president ...