The problem is universal: How do you consistently meet the goal of providing “service with a smile?”Read More

The Growth Spot Podcast If you’ve never heard Holly Stiel speak, you are truly missing out. I had the pleasure of speaking with her on “The Growth Spot” podcast about her career! This clip about following your gut gives me goosebumps. Only you know what is best for you! Don’t let the perception of what...Read More

The Why, the What and the How of Attracting this Key Demographic Many of my clients and friends in executive positions with top hospitality players tell me that catering to the senior market has never been high on their agendas. It was millennials that garnered all the attention because of their lifetime value. However, what...Read More

I have to admit Route 76 is so hip, so today, so NOW! Route 66 is so yesterdays news. A faded recollection of past glory. It really is a wonderful reminder not to hold on to the past. Here we are, just Standing on the corner in Winslow, Arizona Here are a few lyrics from...Read More

It has been a while since I have been inspired to write a blog on customer service. Who could have imagined inspiration would hit at a Highway 5 roadside Mini Mart while making a pit stop on the way to Los Angeles?Read More

Recently, I had an experience which gave me a more profound understanding of the challenging behaviors I present in my Spirit in Service seminar.Read More

Recently, my husband and I spent a week in Berlin, Germany. I was there to participate in an International Les Clefs d’Or Concierge Congress.Read More

I was completely wowed by the distinct, fresh and unconventional service of the staff at The Broad contemporary art museum.Read More

I recently was privileged to be part of the annual conference/gathering of Airbnb hosts from around the world. They call it the Airbnb Open: A Festival of Hosting.Read More

It’s important to remember that we can use our deep desire to serve and our problem-solving skills to save the day, turning complaints into compliments.Read More