brand – leadership dots

leadership dot #5014: in-between

July 24, 2026July 19, 2026by leadership dots by dr. beth triplettLeave a comment

We fritter away so much time on our own, but when others make us wait, it seems like a travesty. Organizations have tried all kinds of tricks to reduce the psychological burden of waiting, including artwork, interactive displays, and winding paths to the destination. Delivery services let us track our merchandise every step of the way, so we know when that pizza or package will arrive at our door instead of constantly checking for it.

Logan Airport in Boston found a novel way to help passengers forget the wait for their luggage by installing a free nostalgic arcade in baggage claim. The hours flew by when my brother and I were in heated Pac-Man battles in the 1980s, and it is presumed that the same suspension of time would occur while waiting for the carousel to start rotating.

If you know that your audience will have to wait — whether for an appointment, entertainment, or their luggage — consider the wait time as an integral part of the overall customer experience. The smoother you can make the in-between, the better people’s overall perception of your organization will be.

Thanks, Meg!

leadership dot #4998: void

July 3, 2026July 2, 2026by leadership dots by dr. beth triplettLeave a comment

I’ve always been a big fan of the hot dogs at Portillo’s, the Chicago-based restaurant known for its wieners and Italian beef. For many years, the chain had only a handful of local locations. Consequently, there was always a line, maybe a wait for tables, and it was always a beehive of activity. Attendants would call out order numbers with little sayings: “One zero three, come see me,” or “Three ninety-two, I’ve got food for you.” The whole vibe just created energy.

And then Portillo’s expanded—fast and furious, far out of Chicagoland —with seemingly as many franchisees as they could sign. I was in one of those out-of-state locations at the peak of the lunch hour, high noon. There were barely any other people there. No little ditties to call out my order. No lines, and I had a whole section to myself. It just wasn’t the same. The food was still good, but the experience wasn’t.

It was a reminder that the culture is as important as the product, and you need to pay attention to both. Expanding beyond a culture you can replicate does more harm to your brand than good.

leadership dot #4994: askew

June 29, 2026June 27, 2026by leadership dots by dr. beth triplettLeave a comment

The construction office for a multi-million-dollar building project has trailer skirting that is askew. It doesn’t line up properly, and a piece of the edging is hanging loose.

If I were the building owner, this sloppiness would not inspire confidence in me. If they are unable, oblivious, or uncaring about how their own facility looks, why should I believe they will pay attention to the details and integrity of what they are building?

Your brand message is everywhere, even when you don’t mean it to be. Pay extra attention to the small ways you show up in the world.

leadership dot #4993: wizardry

June 28, 2026June 27, 2026by leadership dots by dr. beth triplettLeave a comment

In an amazing use of technological wizardry, Delta now allows you to scan your boarding pass to receive personalized connecting gate information. It also somehow shows this information only to you, even though others may be looking at the screen. No more scanning the giant flight information boards to find your flight, or wondering which direction to walk and how much time it will take you to get there. It’s now all laid out, just for you, even in your preferred language.

Technology can be wonderful for handling complex tasks and calculating massive amounts of data, but it also has valuable applications in producing micro-results from that process. Think about how you can narrow down what information you share and target the message to just what the person wants to know.

Thanks, Meg!

leadership dot #4979: failures

June 14, 2026June 13, 2026by leadership dots by dr. beth triplettLeave a comment

I ordered a pair of Keds, and this is how they arrived: the box was torn and bent, one shoe was unlaced, and plastic bags were at the bottom of the box. They had obviously been returned — and also obviously had failed the quality inspection process.

It would be a perfect prop for a training seminar on the proper process for handling returns. Someone might not think it matters, but these shoes did not even look new and definitely could not be given as a gift.

If you have something that goes wrong — a bungled return, a misprinted piece, a customer complaint, or a defective product — save the evidence for future onboarding or training. Seeing the error is much more powerful than hearing about it.

leadership dot #4978: so yesterday

June 13, 2026June 11, 2026by leadership dots by dr. beth triplettLeave a comment

This summer, Dunkin’ introduced the Barbie Sip Spotlight, a drink with pink strawberry foam. If this beverage had been promoted two years ago, when everything Barbie was everywhere, it would have been a great tie-in to the movie. But today? It seems so yesterday.

Timing of everything — your advertisements, your request for help, your proposals, or your news about change — makes all the difference in how it is received. Consider it one of the most important elements in your messaging, and ensure that your communication lands in the spotlight, not after the show has ended.

Thanks, Meg!

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leadership dot #4951: dirty

May 17, 2026May 15, 2026by leadership dots by dr. beth triplettLeave a comment

If you ever questioned the power of social media, look no further than the proliferation of “dirty sodas” that have moved into the mainstream. (Dirty sodas are regular pop with flavored creamers or syrups added to the mix.)

Apparently, TikTok is responsible for the spread of this concoction, and now dirty drinks are available in many places. Franchise restaurants such as Texas Roadhouse are promoting their beverages with the addition, and Mountain Dew just released a dirty version in cans. There are brands (Swig and Sodalicious) specifically dedicated to dirty soda variations. And, of course, there are hundreds of combinations that can be made, enhancing the appeal. Everyone wants everything customized to their liking.

If you haven’t yet noticed the dirty soda trend, it won’t be long before you do. I envision “dirty soda bars” popping up at parties everywhere! For good clean fun, your team can have fun experimenting to create their own version of dirty.

leadership dot #4943: waitlist

May 9, 2026May 8, 2026by leadership dots by dr. beth triplettLeave a comment

Most restaurant reservation websites are straightforward and generic — you say how many in your party, and you are added to the waitlist.

The First Watch breakfast restaurant added a clever twist to theirs. When you indicate the number of people, it populates an egg crate accordingly. It’s on-brand, distinctive, and fun.

Think about how you can infuse “you” into the small things like your waitlist software. It’s egg-xactly the kind of special touch that can make your customers smile.

leadership dot #4937: menu

May 3, 2026April 30, 2026by leadership dots by dr. beth triplettLeave a comment

Back in the day, when diners had a simple list of regular dishes, their menus came with pictures of all the offerings. As restaurant variety expanded, the photos were replaced with text descriptions of the many available items. People like me had to resort to scanning other diners’ meals as they were served to gauge what to order.

The First Watch restaurant realized that people are visual and added a QR code to their menus so customers could see pictures of the food before ordering. What a great idea! It helps to align expectations, saves time, and may entice people to try something new. And it saves people from craning their necks or guessing what the next table is eating!

Can you use a QR code as a simple way to provide more detailed information to those who are interested? A picture may be worth a thousand words (or calories!), but a thousand words can also be a feast for the inquisitive. Strive to provide your clients with information in the way they want it.

leadership dot #4936: semiquincentennial

May 2, 2026April 30, 2026by leadership dots by dr. beth triplettLeave a comment

One thing that surprises some visitors to the U.S. is how prolific the American flag is. Not all countries have their flag designs on mass-market merchandise or display their flags in homes and businesses, but if visitors thought the flag was prominent before, they ain’t seen nothin’ yet.

As America approaches its 250th birthday on July 4, marketers have jumped on the occasion to repackage everything they can in red, white, and blue. Cereals, candies, snacks, and beverages all have changed their product colors to capitalize on the holiday. Whole sections of patriotic-themed clothing, soft goods, decorations, and party favors are popping up in stores.

Pay attention, and you’ll find dozens of items trying to gain your dollars. Before you get swept up in the 250th commercial mania, remember what the day is celebrating: our independence from tyranny and the goal of life, liberty, and the pursuit of happiness. Spend your money on causes that help promote that, rather than on trinkets and repackaged food.