I recently received an e -mail from a colleague in India asking for some historical photos of concierges in the United States. While I was going through my files, I came across a sheet of paper that had the title, “Rules Of The Desk.” I wrote it when I was 28 years old and working...Read More

I have long been a proponent of establishing a “no policy zone” in order to manage challenging customer relations. I imagine a sign similar to the international no parking sign, a large circle with a capital P in the center with a line going through it, to signify don’t park here, don’t do it, don’t...Read More

Recently, a close friend that is going through a transition temporarily moved into my home. Lucky for me, Diana just so happens to be a professional chef. While watching her cook, I have learned many amazing techniques to quickly create delicious meals with simple ingredients. (A side note: Amazingly, I have lost 5 pounds since...Read More

Over the years, I have developed a number of techniques for managing conflict resolution and customer relations. One of the most valuable that I like to share in my trainings is letting go of being right for which I coined the phrase “Being Right Is The Booby Prize.” It is a time management tool that...Read More

For this post,  I’d thought I’d share some inspiration that came my way…. The Installation of Love on the Human Biocomputer Tech Support: Yes, how can I help you? Customer: Well, after much consideration, I have decided to install Love.  Can you guide me through the process? Tech Support: Yes. I can help you.  Are you ready to...Read More

I recently experienced a disappointment where one member of a Board of Directors wanted me to speak to their association and another did not.  The person that wanted me to speak is a close friend of mine, loves my work and sees tremendous value in it.  The other person might not have seen the value...Read More

Working with my peers in Dubai and Qatar brought to life the prayer I have been saying several times a day for years. A few years ago I came across a small book at a flea market called, “The Prayer Of Jabez: Breaking Through to the Blessed Life.” It caught my attention because I had...Read More

I love traveling and being exposed to the sites, sounds and tastes of different cultures. Being in the UAE gave me an opportunity to see luxury on a grand scale, down to the dates I was gifted from the concierge at The Burj Al Arab, which announces itself as the worlds most luxurious hotel. I...Read More

Lately I have been thinking about how being curious is a key to so many things in life—curiosity to travel, try new things, meet people, grow and continue to learn and be inspired. Without curiosity, life is simply same old same old. In my classes, I teach curiosity in combination with listening and questioning. I...Read More

Have you ever taken the time to look at the word Pet Peeve? What is a peeve anyway? Well, in this case, I have a pet peeve and it has to do with amenities left for guests in hotel rooms. I am always grateful for any and all forms of kind gestures and welcoming experiences...Read More