Every once in a while, I really enjoy indulging in a hamburger with all the fixings at a restaurant near my home. On the last visit, I was very impressed by the customer service skills of my waiter, Max, and the rest of the staff that were all between the ages of 17 and 25....Read More

When speaking in Miami last November, I was working with the Miami Convention and Visitors Bureau whose slogan is “Miami Begins With Me.” I love that slogan, not only because it was created by my favorite blogger, Bruce Turkel, but also because it says so much with so few words. It is also in complete...Read More

I was visiting a friend at her concierge desk a couple of days ago when she showed me a quote she has hanging behind her desk: She told me it has helped her to understand and have patience with people throughout her career. I instantly related to the quote by my favorite writer, Anonymous, as...Read More

A reservation confirmation is such a mundane, necessary function that it is hard to think of it as an opportunity to make an emotional connection and yet it most definitely is just that. As I made arrangements for a speaking engagement in Arkansas, I received three reservation confirmations. The one from a chain hotel was...Read More

My favorite TV show is CBS Sunday Morning because it showcases informative and ‘feel good’ stories. A few months ago, they did a piece on an unlikely place for a world-class museum, Crystal Bridges Museum of American Art in Bentonville, Arkansas. Created by Alice Walton (heir to the Walmart fortune) and designed by Moshe Safdie,...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

I really love it when love is expressed in unexpected places. Southwest Airlines was one of the first to introduce love into their business and helped raise the bar and set the expectation for excellence in customer service. I give them props for doing just that. I wish more companies would follow suit and recognize...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

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