For example, I'll check in at a hotel and most people are thinking about their vacation, their conference, or what wonderful thing they will be doing soon. Me? I'm thinking about how they keep and retain employees, what their promotion pattern is, and how they train for consistant customer service.
The newest business I'm fascinated with is DogPawz in Leawood. Before my daughter left for college this year, she bought me a puppy. Of course, puppies need attention during the day, and my job requires early morning breakfasts and often requires evening events. Puppy needs and dean's hours don't exactly match. Solution? Doggie day care. And of course, every time I drop my puppy at daycare in the morning, I'm fascinated by the operations. Because I see the business every day, I get a front row seat to how it is growing, changing, and steadily progressing.
Each day, I get a dog report on my puppy's day. Really. I know it sounds excessive, but I read it when I get to my car and get a small thrill nonetheless. Below is a picture of my puppy Bear, and my favorite dog report.
Now I really don't exactly know what the dog report means, but who really cares? It's good customer service, it makes me feel connected to the employee Brad, and I like the personal touch. So far, I've watched the owners and managers make great business decisions -- and that's not an easy thing to do. And they don't even know that a business school dean is watching and evaluating their every move.
