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

I love using the analogy of the turtle in my presentations and workshops. What does a turtle have to do with providing over-the-top customer service? I like the idea of “sticking our necks out”—in other words, truly extending ourselves to help others.Read More

The trick to staying ahead of the herd is to cross the good-enough threshold and imagine ways to go above and beyond it.Read More

I love watching the synergy of art and science at its best and was absolutely captivated during my dining experience at the MGM Grand’s eminent restaurant, L'Atelier de Joël Robuchon at MGM Grand. With its open kitchen, the science underlying the preparation of the food is in plain sight.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

What the heck is an “ity,” you might ask? A few weeks ago, I had no idea what it was either. My friend and colleague Nanci Sherman (www.nancisherman.com) and I made it up while collaborating on a book and a series of trainings. Combining our collective wisdom and personal philosophies, Nanci and I are developing...Read More

“It is OK to not know. It is just not OK to not find out.” For the last 20 years, I have taught students in my customer service training classes, “I don’t know is half a sentence.” It is a basic premise for a concierge, and many different businesses have adopted the idea, “It is...Read More

Many people have strong feelings about Wal-Mart stores. They range from “I will never walk in one” to “I love to shop there.” I don’t have strong feelings one-way or the other; I just wish I had bought stock in the company years ago. When Walton died in 1992, the family’s net worth approached $25...Read More

I recently spent a week at a retreat center on the big Island of Hawaii. I was with a group of women taking time out to commune with nature and honor all the amazing energy that particular Island holds. The Hawaiian myths, especially the ones about the Goddess Pele—the Hawaiian Goddess of the Volcano known...Read More

I received a book in the mail entitled Stellar Service—Merge Now with Wow to Create Customers for Life! by Craig Harrison. I have known Craig for many years through The National Speakers Association and have always thought he was a great guy doing good work. His new book is excellent and I recommend that you...Read More