When people use the expression, “Your attitude is all that matters,” they often do not realize how meaningless the words can be if not put into action.Read More

The need for better communication is the number one challenge that workshop participants want to address when I consult in organizations.Read More

To say that every problem usually has more than one way to look at it is of course an understatement. Since we all see through our own filters, most situations have more than two.Read More

It is the little things all added together that create the one big thing that is the customer experience.Read More

While hotel concierges are typically known for answering questions, there’s an art to asking them that gets to the very core of their guests’ true needs.Read More

The philosophy and behaviors that have been honed in the hospitality industry are applicable to any business that has a service component.Read More

Excellence in customer service means making things easy, pleasurable, accessible and memorable.Read More

In the world of hospitality,the best way I know to make guests happy is to connect with their emotional needs and cravings.Read More

Journaling enhances our ability to be great observers, and it is only by paying attention that we excel at any service-oriented position.Read More

I teach the adage that the only behavior we can change is our own. Even though I know this to be true, I often find myself crafting some lines for some of the people I encounter.Read More