Supply and Demand Shutdown
It always makes sense to do everything within your power to delight your customers, clients and guests. Shutting them down one day may ultimately result in the same thing happening to your business the next!
The Lessons of the Turtle
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.
What Is Life
“What is life?” Of course, a question of this magnitude invited a wide variety of answers.
Are You Spreading Laughter or Locusts?
In a previous post entitled, “What’s Your Story,” I wrote about the power of reflecting and thoughtfully responding to the events of our lives before we react to them. As is often the case, synchronicity recently gifted me with a beautiful illustration of this precept in my own life experience.
What’s Your Story?
How you react or respond to any circumstance—petty or ponderous—becomes your story and your reality. When you thoughtfully respond to a situation, you have the choice of choosing the tale you’ll step into.
Let’s Focus on the Positive!
I have spent my career focusing on the level of service excellence embodied by great hotel…
Competition: Friend or Foe?
The trick to staying ahead of the herd is to cross the good-enough threshold and imagine ways to go above and beyond it.
Would you Bungee Jump Naked?
How can you hone your powers of observation and insight and fine tune your communication skills—asking the right questions and actively listening—to make better judgment calls, based on the information at hand?
True service comes from the heart
Mistakes happen all the time. Are your employees empowered with best practices to handle a situation at any given moment, or are they bogged down with company policies that take them away from the fact that true service comes from the heart?
Connection
I am delighted to share the talk I gave at TEDxNapaValley on Dec 2. Each speaker gave their unique perspective on the importance of connection.