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Stop Trying to Scale Your Business, Scale Yourself First

You Don’t Need a New Business Strategy. You Need to Forgive Something. Entrepreneurs are famous for chasing the next tactic… funnels, templates, masterminds, hacks, AI prompts, morning routines involving kale and cold plunges. We’re told…
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The Kindness Profit: Why Being a Decent Human Is the New Business Strategy

There was a time when excellent service meant fancy perks, gold-embossed stationery, and the ability to pronounce “concierge” without sweating. I should know because I built an entire career in that world. But here’s the surprising…
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The Power Behind Small Gestures

We can all do the big things correctly right? Those are easy. What will really stand out to people are the little things you do for them. The other day I noticed my husband was talking on the phone in the family room. Since I had just…
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He Found Me in the Dairy Department

Going to the grocery store used to be a social event. We knew all the clerks and regularly chatted with the butchers behind the cases. They knew our name and we knew theirs. Even when other grocery stores opened in our neighborhood, we kept…
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Is it rude to text while speaking to someone?

Have you ever been in a meeting with somebody who is not paying attention to you or what you're saying? Of course you have. How about the time when you were in a face-to-face conversation with somebody, and they suddenly get a text, which…
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The Single Most Important Thing You Need To Know About Competition

Today's topic? Competition. I can't tell you how many phone calls I have received on this topic over the years. It's number one on everyone's list. Who is my competition? How do I beat them? They're going to take all the clients! NOT…
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Offering great customer service means BEING a good customer yourself

If you want to offer 5½ star customer service, then you should BE a good customer yourself! Years ago, I was traveling home from Las Vegas after teaching a concierge workshop. When I arrived at the airport, I was greeted with a delayed flight…
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Does Kindness Impact Revenue?

Need more clients? Kindness is the key in today's world. In these uncertain times, kindness is needed now more than ever. We are all stressed. Everyone. This means that there is plenty of anger to go around. So when you are actually…
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How To Spot A Liar

How can you tell that a person is genuine? First, pay attention to your gut. How do they make you feel? Is your intuition quiet or telling at you to walk away?  Whatever it's telling you, trust it. That being said, here are some more…
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8 Elements of Concierge-Level Service

By Katharine Giovanni Be sincere! Engage and show genuine interest. Don’t be a robot and sound like you’re reading from a script. Be yourself. Show your personality while being polite and courteous. Trust your intuition. Intuition…