How do first impressions influence you? For the last few weeks I’ve been even more sensitive than usual to the their impact, probably because of the wide variation in quality that I experienced. Here are a few recent examples: We were fortunate to time a stay at our Florida retreat du

“Design is inevitable. The alternative to good design is bad design, not no design at all.” (Douglas Martin) I recently had the opportunity to participate in an excellent webinar about “Service Design” by John Wooden and J Hruby of Fredrickson Communications. Many of the principles th