The problem is universal: How do you consistently meet the goal of providing “service with a smile?”Read More

Recently, I had an experience which gave me a more profound understanding of the challenging behaviors I present in my Spirit in Service seminar.Read More

Just add the secret ingredient, love, and all will be well.Read More

Anyone who reads my blogs knows that I am obsessed with signage. I believe superb signage shows thoughtfulness, attention to detail, respect, creativity and regard for specific touch points.Read More

Our customers are real, live, feeling human beings. The goal is to make a connection with them and to have a sincere desire to help.Read More

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

As John DiJulius says, “You can focus on the things you can’t control or you can focus on the experience.” You are at choice.Read More

How well we recover from problems determines the customer’s experience. It is the old adage: "It is not what happens to you but how you respond to what happens that matters."Read More

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