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Boomerangs

A few years ago I was in Las Vegas on my way home from a speaking gig. When I got to the airport, I found out that my flight had been delayed which caused a bunch of us to miss our connecting flights. I tend to be calm about these sorts of things…
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I Can’t Believe You Called Me Back!

"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…
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8 Tips for Working With International Clients

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…
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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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You GOT This!

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!      
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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 in a meeting),…
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CRAZY Concierge Stories

I spent over 25 years teaching people how to be a concierge, and along the way, I collected some truly strange (and unforgettable) stories. Some are from independent concierge companies, others from hotel and residential settings. Concierges…