There's a hotel near my office that's a popular site for business meetings and conferences. It's part of a hotel chain that prides itself on its service, and it shows. I've given numerous presentations at this hotel chain, and I've been impressed with the staff's attentiveness and responsiveness.But the last time I visited the hotel for a dinner meeting, something was different. I sensed that the...

When a man named Gary started work at a new company, he went to the technical support group and introduced himself. They chatted and had a few laughs. In the process, they came to know him before he needed their help, and they in turn had a chance to explain their services to him.Members of the group said this was the first time anyone had ever approached them like this. Most often, they...

When is a thank you not a thank you? Consider these situations:The Anonymous Thank YouWhile preparing an important presentation, a woman named Ginny requested and received assistance from six people. The presentation was a success. Afterwards, she emailed a single message of appreciation to the six. The message began: "Thank you for your input ..." No opening names, no greeting, no indication of...

Griping and grousing seem to be so prevalent these days. For that reason, I've been gratified to read several articles and blogs recently that commented on the positive impact of kindness and encouraged readers to do their share. I second that.