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8 Tips for Working With International Clients

About 15 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…
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Need more clients? Kindness is one of the keys in a pandemic

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…
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Murder Hornets? Seriously?

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…

For Concierge Entrepreneurs: A Few Tips on How to get Clients in a Coronavirus World

I’ve been getting quite a few calls and emails from concierge having trouble getting clients. Everyone is scared of the coronavirus and the independent concierge industry, like others, is taking a hit. Here are some of my thoughts… First,…
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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…
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Four words that will change your business

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…
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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…
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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…

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…

18 Crazy Concierge Stories