It’s important to remember that we can use our deep desire to serve and our problem-solving skills to save the day, turning complaints into compliments.Read More

The key to a life well lived—pay attention, be open, appreciate, and for heavens sake, ENJOY IT!Read More

While hotel concierges are typically known for answering questions, there’s an art to asking them that gets to the very core of their guests’ true needs.Read More

Excellence in customer service means making things easy, pleasurable, accessible and memorable.Read More

In the world of hospitality,the best way I know to make guests happy is to connect with their emotional needs and cravings.Read More

Infusing customer service with compassion adds depth and meaning—not only for the recipients of the services—but also for those providing them.Read More

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

Whether it's about steam trains or truffles, I always appreciate when someone is willing to go the extra mile and share their passion on the job.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 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