What the heck is an “ity,” you might ask? A few weeks ago, I had no idea what it was either. My friend and colleague Nanci Sherman (www.nancisherman.com) and I made it up while collaborating on a book and a series of trainings. Combining our collective wisdom and personal philosophies, Nanci and I are developing...Read More

“It is OK to not know. It is just not OK to not find out.” For the last 20 years, I have taught students in my customer service training classes, “I don’t know is half a sentence.” It is a basic premise for a concierge, and many different businesses have adopted the idea, “It is...Read More

There is an old adage that keeps reappearing in my life and work, “We teach what we need to learn.” I imagine it follows me like a shadow because what I teach involves personal development and life-long learning and the fact that I am so open to learning the lessons I teach. Most of the...Read More