Listening is a requisite for providing excellent customer service. The gift of truly listening enables us to take in, appreciate and summarize all the information, then ask any necessary questions to help ensure we fully understand.Read More
I believe it’s important to look back on the past, learn from it and move forward to create something even better for the future. This is what constitutes legacy—a valuable concept, which I teach in many of my classes.Read More
“Bloom where you’re planted.” I’ve always thought this was good advice, but when I really think about it, even the hardiest of plants can’t flourish if the environment isn’t right.Read More
How can you be an oasis in your guests’, customers’ and clients’ lives? How can you create memories out of the most basic of transactions and experiences? What are some simple steps you can take to create an experience of luxury for your customers?Read More
It always makes sense to do everything within your power to delight your customers, clients and guests. Shutting them down one day may ultimately result in the same thing happening to your business the next!Read More
I love using the analogy of the turtle in my presentations and workshops. What does a turtle have to do with providing over-the-top customer service? I like the idea of “sticking our necks out”—in other words, truly extending ourselves to help others.Read More
In a previous post entitled, “What’s Your Story,” I wrote about the power of reflecting and thoughtfully responding to the events of our lives before we react to them. As is often the case, synchronicity recently gifted me with a beautiful illustration of this precept in my own life experience.Read More
How you react or respond to any circumstance—petty or ponderous—becomes your story and your reality. When you thoughtfully respond to a situation, you have the choice of choosing the tale you’ll step into.Read More
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