I was inspired to write about simplicity when I saw a sign in a grocery store that was not simple and not particularly warm and fuzzy, either.Read More

Anyone who reads my blogs knows that I am obsessed with signage. I believe superb signage shows thoughtfulness, attention to detail, respect, creativity and regard for specific touch points.Read More

Brilliant taglines that reinforce what hospitality is all about.Read More

It is the little things all added together that create the one big thing that is the customer experience.Read More

I had a recent experience booking a reservation in a restaurant, 12 days in advance for a weeknight, that annoyed me so profoundly...Read More

I just attended a lecture by my friend, Dr. Toni Galardi (www.lifequake.com). It was titled, “Abodanza—The Seven Secrets I Learned From My Italian Grandmother” and it is about how to handle whatever life throws at you. The first of Toni’s Grandmothers’ seven secrets states that we should try to make a personal connection with everyone...Read More

As my husband and I we were checking out of an Inn on the central coast of California, we asked the front-office agent for directions. Showing her a driving map of an area we wanted to explore for photo opportunities, I was totally unprepared for her response. She looked up at us briefly and said...Read More

Last week I checked in curbside at Virgin Airlines and the baggage checker refused a tip. A few nights later, I presented a tip to a valet parker at the Grand Reunion Resort in Orlando and he also refused the gratuity. Twice in one week? Could it be a trend? Just when I was wondering...Read More