Just Another Breakfast Buffet in a Hotel.

  Silent service. Petit dejeuner (small meal of the day, literally, small lunch) is served at Le Grand InterContinental Hotel in Paris. Let me set the table for you in your mind’s eye. Six huge bowls of fresh fruit ripened, cut into bite-sized pieces, garnished with mint leaves, bread seven kinds including croissants that make you stop each time you …

 

“I need to talk to Bob Jones about my order right away.”

Finding the Right Salesperson

  You call Bob Jones at Acme Manufacturing. You are greeted by an operator. You ask for Bob Jones. The operator transfers the call. It rings five times and a recording comes on: “Hi this is Bob, I’m either on my phone or away from my desk, please leave a message and I’ll get back to you as soon as …