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

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

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