Everyone who provides a service draws on their expertise, knowledge, connections and desire to help others to do the “heavy lifting” for others. They are all using their resources to do the “heavy lifting” and taking a burden off someone else's shoulders.Read More
Lights, camera, action! I often liken the hotel lobby to a theater and the staff as actors. And now we have the Google Glass guest that is the filmmaker.Read More
The first lesson we can learn from Elvis is this: If we are in a service position, the four most important words in our business are Thank You Very Much.Read More
My passion is educating and inspiring service providers, as well as those who manage them. Philosophically, excellent service boils down to a combination of the Golden Rule and the Platinum Rule, which is, Do unto others as they would like to have it done unto them. In other words, be thoughtful and personalize each interaction.Read More
One of my favorite concepts to share in my workshops is the fine art of what I have coined "Curiosening." It is the fine art of being curious, questioning and listening. It is a trait of all good concierges; without it life must be such a bore.Read More
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
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
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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