I just received a wonderful letter from a reader of my blog. It was very flattering and I totally appreciated the accolades. And I thought I’d share the following paragraph that really excited me. “Holly, I think you’ll be amused to learn that having to take a part-time job (thank to all the saints in...Read More

A few days ago I was visiting my old stomping grounds, The Grand Hyatt San Francisco. I knew it was the right time to catch my friend Joanna’s shift, so I was surprised to learn that she was spending it holding a sign in Union Square. It seems that the folks at The Grand Hyatt...Read More

I have been thinking about the idea of recovery lately. Essentially, I’ve been wondering how one recovers from a mistake, although the more formal use of the word recovery, such as being IN recovery, has some application here as well. The prayer that is most commonly associated with recovery is called The Serenity Prayer and...Read More

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

Many people have strong feelings about Wal-Mart stores. They range from “I will never walk in one” to “I love to shop there.” I don’t have strong feelings one-way or the other; I just wish I had bought stock in the company years ago. When Walton died in 1992, the family’s net worth approached $25...Read More

I like to post blogs that are personal and thoughtful in nature as well as business oriented. This one is very personal. I share it to remind us to savor the moment and Carpe diem. Six years ago, I decided to stop dying my hair and to allow it to grow out naturally. I knew...Read More

I recently spent a week at a retreat center on the big Island of Hawaii. I was with a group of women taking time out to commune with nature and honor all the amazing energy that particular Island holds. The Hawaiian myths, especially the ones about the Goddess Pele—the Hawaiian Goddess of the Volcano known...Read More

I received a book in the mail entitled Stellar Service—Merge Now with Wow to Create Customers for Life! by Craig Harrison. I have known Craig for many years through The National Speakers Association and have always thought he was a great guy doing good work. His new book is excellent and I recommend that you...Read More