To say that every problem usually has more than one way to look at it is of course an understatement. Since we all see through our own filters, most situations have more than two.Read More

The fact that everyone has his or her own perception is an important insight when relating to others.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

I was staying at a hotel located in North Miami Beach that generously offered complimentary shuttle service to South Beach so their guests could enjoy having dinner in that colorful part of town. I was told to be on time for the shuttle as they leave on the dot. I was prepared for adherence to...Read More

I recently had the pleasure of conducting a concierge training program at the world-class Auberge Resort, Palmetto Bluff, where I was impressed by the way the concierge added a more personal touch to a standard greeting. Whenever she would phone a guest, she would say, “ Hi, this is Pat, your concierge.” In all the...Read More