Say the Magic Words

There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. Perhaps this has happened to you. It has to me – twice.

Helping Others Succeed is Good Service

All of us are partners with each other. If you help one person, maybe I will get the benefit down the line. If I help another, one day you may reap the same reward...

To Inspire Perfect Service – Tip!

When a service provider receives acknowledgment and encouragement from the very beginning, they may do much more to serve you well. Everyone appreciates being appreciated, occasionally in advance...

Service is a Two-Way Street

Delivering superior service isn’t rocket science. The fundamentals of world-class service are easy to learn – but not always easy to apply. What makes one service provider better than another is not more theory or information. It’s more action!

Four Questions to Boost Collaboration

Tighten bonds now with your customers, suppliers, managers, employees, colleagues, friends and family. These four simple questions will get a dialog going, and keep your relationships growing...

Winning and Losing in the Pit Stop

Frontline service providers are key drivers in great service organizations. But don’t forget the power of the ‘back-end’ to win or lose the race! To win in the front you need great support in the back...

Disneyland Makes Real Magic

Business is not a cold process of swapping services, money and goods. It’s a living, thriving appreciation of the dynamic connection between us...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

You're as Good as Your Weakest Link

I flew to Fiji from Singapore via Australia, requesting vegetarian meals throughout. But not a single vegetarian dish was provided.

The Conference Rate in Los Angeles

I was making arrangements to attend a conference in Los Angeles, California.

Hospitality Promotional Products: Customer Appreciation at Its Best!

Creating and maintaining customers is the key to success in the $460 billion dollar hospitality industry. One way to create and maintain customers is to offer hospitality promotional products. They are a cost-effective medium that say, “We appreciate your business.” Customers want high levels of service and the hospitality industry is all about service – quality service to its customers.

Survival of the Fastest?

With cell phones, PDA's and instant messaging we continue to seek devices and software that will allow us to accomplish multiple tasks efficiently and effectively. Survival of the swiftest has been the business mantra for some time.

Basic Training for Your Customers

If you want to stay healthy as a business, it is necessary to provide some basic training to your customers on how they should do business with you.