The first lesson we can learn from Elvis is this: If we are in a service position, the four most important words in our business are Thank You Very Much.Read More

While simple enough in theory, those on the frontlines of service are often seriously tested by difficult situations. The challenge for management is hiring, training and inspiring their staff to optimize each encounter for the betterment of all concerned.Read More

My passion is educating and inspiring service providers, as well as those who manage them. Philosophically, excellent service boils down to a combination of the Golden Rule and the Platinum Rule, which is, Do unto others as they would like to have it done unto them. In other words, be thoughtful and personalize each interaction.Read More