I often use the word “inspiration” to describe my work, because it is key to internalizing the spirit of service.Read More

Training cannot by itself transform your organization. It’s a process that starts with standards and requires constant reinforcement and improvement.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

Etiquette applies to business or one’s personal affairs. And it can range in meaning between a concrete set of guidelines to the spirit of common courtesy.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

The Internet can never replace a concierge that is thoughtful, knowledgeable and paying attention to personalize a suggestion.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

In my workshops, I often talk about understanding and appreciating our “Psychic Salaries”—the non-monetary rewards of doing our work. It means being motivated and guided by an intrinsic desire to serve and being fulfilled by making customers happy.Read More

I have always believed that employees should be allowed to be themselves and enjoy hearing about companies like Netflix that still believe in offering service with a personality. If treating customers like people is quirky, I’m all for it!Read More

Complaints provide perfect opportunities to be of service and make a difference—both in the customer’s experience and the success of our companies.Read More