The first lesson we can learn from Elvis is this: If we are in a service position, the four most important words in our business are Thank You Very Much.Read More
While simple enough in theory, those on the frontlines of service are often seriously tested by difficult situations. The challenge for management is hiring, training and inspiring their staff to optimize each encounter for the betterment of all concerned.Read More
My passion is educating and inspiring service providers, as well as those who manage them. Philosophically, excellent service boils down to a combination of the Golden Rule and the Platinum Rule, which is, Do unto others as they would like to have it done unto them. In other words, be thoughtful and personalize each interaction.Read More
One of my favorite concepts to share in my workshops is the fine art of what I have coined "Curiosening." It is the fine art of being curious, questioning and listening. It is a trait of all good concierges; without it life must be such a bore.Read More
I had an experience recently that was so absurd as to be worthy of the following question, "If you don’t know an answer, is it better to make something up?"Read More
Without genuine caring for those we serve and a love for what we do, we’re just going through the motions. The experience doesn’t really touch the customer or client and leaves us untouched as well.Read More
It seems to be part of human nature to complicate things. On the other hand, there’s a growing desire to simplify our busy and complicated lives. Kindly take a moment to think about this simple question regarding your business: “What really matters?”Read More
So many people just slog through work, so it is a true gift when we find something we are passionate about and can create a living as well as a life.Read More
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