I have spent my career focusing on the level of service excellence embodied by great hotel...Read More

The trick to staying ahead of the herd is to cross the good-enough threshold and imagine ways to go above and beyond it.Read More

How can you hone your powers of observation and insight and fine tune your communication skills—asking the right questions and actively listening—to make better judgment calls, based on the information at hand?Read More

Mistakes happen all the time. Are your employees empowered with best practices to handle a situation at any given moment, or are they bogged down with company policies that take them away from the fact that true service comes from the heart?Read More

I am delighted to share the talk I gave at TEDxNapaValley on Dec 2. Each speaker gave their unique perspective on the importance of connection.Read More

A memorable experience is truly made up of many moments strung together. It is not necessarily about one big thing but a combination of many things.Read More

Thinking that it has to be exactly precise to be perfect stops us from experiencing the joy of the moment.Read More

One of the most powerful ways people connect is through a shared experience.Read More

Many of us don't really KNOW for sure what we are doing, just that we have to keep doing it.Read More

As a customer service expert and educator, I teach service providers to listen deeply, ask questions thoughtfully and observe closely to understand the human needs behind every interaction. Especially in the world of hospitality, this often requires an understanding of the other person’s differences, whether they are cultural, religious, gender-specific, individual, et al.Read More