Your Attitude Is All That Matters
When people use the expression, “Your attitude is all that matters,” they often do not realize how meaningless the words can be if not put into action.
What is Communication Anyway?
The need for better communication is the number one challenge that workshop participants want to address when I consult in organizations.
Two Ways of Looking at the Same Problem
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.
Tiny Tweaks
It is the little things all added together that create the one big thing that is the customer experience.
If You Can’t Handle the Answer, Don’t Ask the Question
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.
Defining Hospitality
The philosophy and behaviors that have been honed in the hospitality industry are applicable to any business that has a service component.
Something Fishy: Service comes in many forms
Excellence in customer service means making things easy, pleasurable, accessible and memorable.
Make Them Happy
In the world of hospitality,the best way I know to make guests happy is to connect with their emotional needs and cravings.
Humor Journals as a Service Strategy
Journaling enhances our ability to be great observers, and it is only by paying attention that we excel at any service-oriented position.
What I Wished She Had Said
I teach the adage that the only behavior we can change is our own. Even though I know this to be true, I often find myself crafting some lines for some of the people I encounter.