Entries by Katharine Giovanni

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It’s not what you do; it’s who you are

For me, customer service is a way of life. It’s not what you do; it’s who you are. It’s something that comes from deep inside of you. I can always pick out the people who practice this philosophy because they’re the ones who hold doors open for people, say crazy things like “please” and “thank […]

What if today was the day?

If you look back, I’ll bet my last dollar that you all can remember one day that completely changed your path forever. I’ve actually had a few change-your-life days over the years that have caused me to pivot, but I will never ever forget that very first one. It was 1979 and I was 18 […]

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Can We Do Better?

I have three questions… Are your customers/guests happy? Do they come back and buy again? Could you do better? Yes. We could all do better. Even someone who offers five-star concierge-level service is always striving to do better. That being said, the first step to offering concierge-level service is to map out your customer/guest experience. […]

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Are you fast enough?

  “Thanks for answering me back!” Sadly, I get this reply a LOT when I call or email people as I am very quick to answer my emails. I also get “I can’t believe you answered me back”. Even if I can’t answer right away (I might be in a meeting), I generally reply with […]

20 GOOD Things that happened in 2017

For anyone who follows me on Social Media, I like to post “good news” facts and articles to combat all the negativity I see on my feeds. So, to end the year on a positive note, here are 20 good things that happened in 2017… 1. Honey bee populations have increased by 27% 2. Scientists […]

Never Underestimate Your Actions

When I was in middle school, I stopped a friend of mine from committing suicide. I had actually forgotten about it until I read the article below. Never underestimate your actions! One small seemingly insignificant act of kindness could change a person’s life forever. Katharine (The author of the following article is unknown) One day, when […]

Have you hit a wall?

Sales stopped or slowed down? Hit a wall? Then you have to change. Listen, I completely understand that change is scary. Believe me I totally get it. NO ONE has changed their company more than I have. Over the years, we have changed our company name three times (not that I’m counting), our fees, our […]