Every year I pick a word to focus on for that year. Over the many years I have been doing this, I have chosen words, like joy, trust, love, prosperity, fruition and magic. Recently I was contemplating the word I wanted to choose for 2012 and was having a hard time picking just one. On...Read More

Today I’d like to share a couple of really interesting responses to my blog post about “Being Right.” As a result of reading the post, my cousin Adrienne in North Carolina graciously let her ophthalmologist know that he took her into his office 45 minutes later than her scheduled appointment. His response, “Well, you can...Read More

I was staying at a hotel located in North Miami Beach that generously offered complimentary shuttle service to South Beach so their guests could enjoy having dinner in that colorful part of town. I was told to be on time for the shuttle as they leave on the dot. I was prepared for adherence to...Read More

Last week I checked in curbside at Virgin Airlines and the baggage checker refused a tip. A few nights later, I presented a tip to a valet parker at the Grand Reunion Resort in Orlando and he also refused the gratuity. Twice in one week? Could it be a trend? Just when I was wondering...Read More

I recently received an e -mail from a colleague in India asking for some historical photos of concierges in the United States. While I was going through my files, I came across a sheet of paper that had the title, “Rules Of The Desk.” I wrote it when I was 28 years old and working...Read More