“I can’t believe you called me back!” I get this reply a LOT when I respond as I am lightening fast to reply. I am equally as fast with email. Even if I can’t answer right away (I might be in a meeting), I generally reply with a quick “I got it and will get […]
Years ago, I was flying home from a training gig and arrived at the airport. Since I had been training people for two days, I was tired and ready to go home. I got into line at the gate to get onto the plane, and as I stood there, I found myself surrounded by a […]
In these uncertain times kindness is needed now more than ever. We are all stressed. Everyone. The pandemic has affected us all. So when you are actually kind to someone, it stands out. It’s similar to the old lighthouses that used to guide ships into the harbor. Kindness brings peace, even if it’s for only […]
As I sat down at my desk, I put my fingers to the keys to write an article for our monthly newsletter. I stopped without typing a single word. What on earth do I write about? Sadly, our world is on fire right now. So far this year we have seen a pandemic, quarantine, murder, […]
On the eve of my 59th birthday, I am thankful. Thankful that I have lived past the age when my mother died. Thankful of my husband of 28 years, who catches me every time I fall. Thankful of my sons who are my world. Thankful for all that I have, and all that I don’t. […]
I know the world is really hard right now, so I asked a few friends to give you a quick message. May this video bring everyone who watches it peace. You GOT this!
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 […]
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 […]
My number one business tip of all time? Switch out the words “you’re welcome” to “it was my pleasure.” Many of you have heard me tell this to people. What you might not have heard is WHY I tell people to do this. In today’s high-tech world where we are all actively staring at our […]
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. […]