Some Thoughts on Time and Temperature
Time is precious. Are your business’s policies and procedures respectful of your customer’s time?
Get Steamed Up With Your Passion
Whether it’s about steam trains or truffles, I always appreciate when someone is willing to go the extra mile and share their passion on the job.
When Luxury Meets Limited
The hospitality industry should be hospitable—a term generally defined as “warm” and “generous.” This warmth and generosity should form the baseline of all hotels’ quality standards, let alone those of a luxury hotel.
Could You Be Part of a Problem?
When we accept responsibility for our own attitudes and actions and own our contributions to troublesome situations, we not only take a big step forward toward finding solutions, but also set an example for others to follow.
Etiquette for Fido?
Etiquette applies to business or one’s personal affairs. And it can range in meaning between a concrete set of guidelines to the spirit of common courtesy.
Quirk is a Perk
How can you foster intense brand loyalty by creating experiences that deviate from industry norms in delightful ways? Try being quirky!
Why The Internet Can Never Replace A Concierge
The Internet can never replace a concierge that is thoughtful, knowledgeable and paying attention to personalize a suggestion.
A New Pair of Glasses
Most of the problems we experience are actually mere inconveniences. When we figuratively “put on a new pair of glasses,” we can see through our own frustrations to perceive that others are just as human as we are.
What’s This World Coming To?
In my workshops, I often talk about understanding and appreciating our “Psychic Salaries”—the non-monetary rewards of doing our work. It means being motivated and guided by an intrinsic desire to serve and being fulfilled by making customers happy.
The Secret Magic of Netflix Customer Service
I have always believed that employees should be allowed to be themselves and enjoy hearing about companies like Netflix that still believe in offering service with a personality. If treating customers like people is quirky, I’m all for it!