What If Your Customers Ran Your Business?

I was working with a client in Alexandria, VA. At lunch, I wanted a simple sample of Old Town cuisine and walked to a small diner a few blocks from the Kimpton Lorien Hotel where we were meeting. The staff was noticeably happy and eager to please. The food was excellent; the ambiance peaceful, and I felt compelled to pass my compliments to the owner.

 

“He’s back in the hospital,” the waitress told me as if was a widely known fact.  “You know he had a heart attack and has been out for the last t...