The Scott Townsend Show

Customer service is usually treated as a department, a slogan, or a survey score. In this episode, I make the case that it is better understood as a professional practice—a craft built through judgment, reflection, and thousands of small encounters with real people.

Where were you on September 11, 2001? In Episode 257 of The Scott Townsend Show, I sit down with my brother, Ben Townsend—a rancher and regular contributor to the show—to remember the morning that changed America. Ben recalls driving to work at USAA in San Antonio when the first reports described a small plane hitting the World Trade Center. By the time he reached the office, employees were gathering around televisions. Then they watched the second plane strike, and it became clear that this was no accident. I share my memories of traveling from Bartlesville to Tulsa that morning and entering the Williams Center, a skyscraper that suddenly felt very different as the news unfolded. We talk about the confusion and horror of that day, the courage and kindness that followed, and the sense of unity Americans experienced afterward. Twenty-five years later, we also ask a difficult question: How do we preserve the memory of 9/11 for generations who were not yet born—and how do we recover some of the unity we have lost? Subscribe to The Scott Townsend Show for conversations about people, ideas, books, leadership, culture, and the moments that shape us. #September11 #NeverForget #911Remembrance #AmericanHistory #TheScottTownsendShow

I Tried to Pay My Library Fine I recently returned two overdue library books expecting to pay a fine. Instead, I learned that my local library no longer charges overdue fines. That announcement surprised me. I’ve been going to the library since I was a child, when my grandfather would take me to pick out books. Back then, returning a book on time—and paying a small fine when you didn’t—was simply part of the arrangement. In this episode, I reflect on how much libraries have changed and wrestle with what happens when the financial consequence for an overdue book disappears. Does eliminating fines make libraries more welcoming and accessible, or does it make due dates feel optional? In This Episode My childhood trips to the library with my grandfather The old machine used to record checked-out books Returning two books that were more than a month overdue My surprise when I learned that there was no fine Why borrowing a shared resource comes with responsibility How overdue books can affect the next reader Why fines may discourage some people and families from returning Whether eliminating fines improves access without reducing accountability Why public libraries remain extraordinary community resources Questions to Consider Has your local library eliminated overdue fines? Does removing fines encourage more people to use the library? Without a penalty, what motivates readers to return books on time? Is the due date still meaningful if there is no financial consequence? Do the benefits of improved access outweigh concerns about responsibility? Join the Conversation Have you noticed fines disappearing at your local library? Do you think going fine-free is a good idea? Share your thoughts in the comments or email me at [email protected]. Connect With the Show Website: thescotttownsendshow.com YouTube: @TheScottTownsendShow

I finally discovered the story behind the famous phrase “tilting at windmills” after finding Rob Davis’s illustrated adaptation of Miguel de Cervantes’s Don Quixote at my local library. What I expected to be a funny tale about an overly confident would-be knight became a surprisingly thoughtful story about imagination, purpose, friendship, and the stories we create about ourselves. In this episode, I discuss Davis’s inventive artwork, Don Quixote’s questionable grip on reality, and poor Sancho Panza—the loyal sidekick who keeps following his friend into trouble, usually while thinking about his next meal. I also explain why this accessible adaptation earned five stars from me and made me want to tackle Cervantes’s original novel.

In this episode of the Scott Townsend Show, Tyler Glenn shares his journey from a casual cook to the founder of Red Dirt Rubs, a seasoning company rooted in Oklahoma culture. He discusses his passion for cooking, the challenges of developing unique flavor profiles, and the importance of community engagement in building his brand. Tyler emphasizes the art of barbecue, the significance of fire control, and the leap of faith it took to transition from sharing his seasonings with friends and family to selling them commercially. He also highlights the marketing strategies that have helped him succeed in a competitive market.TakeawaysTyler Glenn's journey began with a passion for cooking and seasoning. He learned to cook through trial and error, influenced by family. Barbecue is an art that requires control over fire. Confidence in his product came from positive feedback from friends and family. Creating unique flavor profiles involves a lot of experimentation. The seasoning market is highly competitive, requiring standout products. Consistency in product quality is crucial for customer trust. Community engagement plays a vital role in his business success. Tyler emphasizes the importance of American-made products. He has built a strong reputation with consistent five-star reviews. Website: https://www.thescotttownsendhow.netlify.app Sound Bites 00: