The problem is universal: How do you consistently meet the goal of providing “service with a smile?”Read More

Whatever the nature of your business, it makes all the difference in the world to provide superior service by making the best choice for the customer.Read More

The movie The Grand Budapest Hotel tips its hat to the real-life nobility of luxury hotels at their very best, their concierges and service to others in general.Read More

I love the concept of imbuing what might be considered a mundane service with a creative spirit that makes it a memorable and life-enhancing experience. It’s what great concierges have been doing for their guests for years.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

An inspiring TedX talk by Susan Salgado about the power of experience creation from a Broadway perspective.Read More

A memorable experience is truly made up of many moments strung together. It is not necessarily about one big thing but a combination of many things.Read More

I am dedicating November’s blog posts to the MGM Grand in Las Vegas, where I recently delivered a special inspirational talk.Read More

A few years ago, I attended a talk given by the very famous sister and brother team, Patricia and Robert Fripp. Patricia Fripp is a well-known professional speaker and Robert Fripp is a famous world-class guitar player and the former leader of the British rock band, King Crimson. One of the stories Robert shared touched...Read More