How can you foster intense brand loyalty by creating experiences that deviate from industry norms in delightful ways? Try being quirky!Read More

The Internet can never replace a concierge that is thoughtful, knowledgeable and paying attention to personalize a suggestion.Read More

Most of the problems we experience are actually mere inconveniences. When we figuratively “put on a new pair of glasses,” we can see through our own frustrations to perceive that others are just as human as we are.Read More

In my workshops, I often talk about understanding and appreciating our “Psychic Salaries”—the non-monetary rewards of doing our work. It means being motivated and guided by an intrinsic desire to serve and being fulfilled by making customers happy.Read More

I have always believed that employees should be allowed to be themselves and enjoy hearing about companies like Netflix that still believe in offering service with a personality. If treating customers like people is quirky, I’m all for it!Read More

Regardless of your industry, it’s a good idea to communicate your philosophies, values and practices to your customers, prospects and your employees.Read More

I love the concept of imbuing what might be considered a mundane service with a creative spirit that makes it a memorable and life-enhancing experience. It’s what great concierges have been doing for their guests for years.Read More

Complaints provide perfect opportunities to be of service and make a difference—both in the customer’s experience and the success of our companies.Read More

Everyone who provides a service draws on their expertise, knowledge, connections and desire to help others to do the “heavy lifting” for others. They are all using their resources to do the “heavy lifting” and taking a burden off someone else's shoulders.Read More

Lights, camera, action! I often liken the hotel lobby to a theater and the staff as actors. And now we have the Google Glass guest that is the filmmaker.Read More