In the eyes of my friends and colleagues Cathy and Gary Hawk, Founders of Clarity International, this question holds a great deal of power.  You see, we are all telling ourselves stories about every experience we have, believing them, and then creating our reality accordingly. Let me give you a simple illustration from my own...Read More

In my last post, I explained the concept of mirrored neurons—that we are all wirelessly connected brain to brain. It’s almost as if your state of mind is contagious–a smile from you begets a smile from another, unbridled negativity begets more negativity around you, and so on. There is now scientific evidence that there really is this...Read More

This is the last of my series of four posts about happiness, inspired by Shawn Achor,  a Harvard graduate, author of The Happiness Advantage and founder of Good Think, Inc. His talk at the recent concierge congress in Boston continues to motivate me! He talked about two scientifically substantiated concepts that were completely new to...Read More

As I talk about in my books and customer service training programs, concierges—and all service providers—can experience stressful days. Going to work happy can act like a shield to ward off negative feelings and help you think clearly when faced with problem situations. Here’s more from Shawn Achor, author of The Happiness Advantage and founder of...Read More

I love my work bringing customer service training—concierge style—to organizations of all kinds. It makes me happy, and I am good at it. At a recent concierge conference, I learned from speaker,  Shawn Achor , that there is a cause-and-effect relationship at play here:  It seems I’m good at what I do because it makes me happy....Read More

Earlier this year, CBS News aired a feature debating the relevancy of thank-you notes in this “paperless and honorless” society–a subject I covered in my book:  The Art and Science of the Hotel Concierge.  An interview with John Kralik, Los Angeles attorney and author of 365 Thank Yous: The Year a Simple Act of Daily Gratitude...Read More

Service with Enthusiasm I couldn’t resist sharing this recent post, entitled Location, Location, Enthusiasm, by Bert Berkey from Hotels Magazine’s Blog. It applies not only to hotels, but any business—whether the product or service you’re offering is hot…or not. Enthusiasm makes all the difference. I’d love to hear your thoughts about how enthusiasm and creativity...Read More

I just had the pleasure of being a guest at the brand new and exquisite Ritz Carlton in Toronto. The hotel had been open for less than two weeks, and it was fun to be the first person to sleep in the room and be served by a staff that was newly enthusiastic and eager to please....Read More