The Black Tie Blog | bob-pacanovsky

Hospitality…delivered on a bus

I talk all the time in my seminars about the power of stories, especially those that come from our customers. While I know we sell the...

What does a Seinfeld episode have to do with customer service?

7 Secrets to creating "just customers" (and doing more work) If you’re a Seinfeld fan (like I am), you probably remember the episode at...

Would YOU do business with YOU?

When was the last time you were a customer in your business? When was the last time you called your organization? Or the last time you...

Customer Service 101…is not always 101 today!

Coming out of the pandemic I had more than one colleague tell me, “Bob, it seems like people have forgotten the basics of Customer...

Do you have a WOW Budget?

Setting aside a portion of your budget to go above and beyond for customers can really have them saying "WOW!" It can also go a long way...

Do you follow DNDC when it comes to hiring?

Any idea of what those four letters stand for? It's not an HR acronym, nor a business acronym. It is one from the world of sports, and...

Combining Hi-Tech with Hi-Touch to create a Rememorable Experience

I witnessed this experience about two years, and since we are starting to come out of the Pandemic, I thought this would be a good time...

How many times do I have to answer that?

How long would it take you to become frustrated answering the same questions from different people in the same organization that you are...

Perception is 9/10ths of the law (and how to make it work in your organization)

I believe my saying still holds today- “Perception is 9/10ths of the law. How people perceive us could become their truth." This means...

For your customers- are you the “only game in town”?

What would your business look like from a revenue, productivity, and retention standpoint if you developed long-standing relationships...

Three words that make a BIG Impact for the Customer Experience

At my training last week we did an exercise on IMPACT Points with the entire team, and it was an impactful exercise for them. I had them...

From Blah to Black Tie- all in the same day!

Do your customers and prospects think your customer service is blah or Black Tie? Let me explain these two notions with two real-life...

Would you send your customer to a competitor in order to make them happy?

In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of...

A “Wow” Experience... in a Quick Service Restaurant?

I had an unbelievable customer experience at a quick service restaurant. I know you may be surprised, but I think it happens more than...

5 ways to shake off the rust when it comes to your customer service

How well does your team create an impression that LASTS with everyone they come into contact with? During these last few months have they...

Are you getting "your Hospitality right?"

I ran across this quote from a restauranteur and it’s so true- “If you get the hospitality right, the food tastes better.” Think about...

Paying attention to all the details

Do you see anything unusual about the picture below? It’s a picture of a step, pretty ordinary, right? How about now? Yes, it’s one tiny...

Using the 10/6 Rule (and practicing Social Distancing)

And even during this time, it is still important to use this because if not, it doesn’t start the customer experience on the right foot....

Our Current Climate- the Need for Hospitality

We are all in this together. Not in our lifetimes have we been front row participants to what is happening in our country. And it keeps...

25 (Lessons Learned) in 25 (Years in Business)

25 Lessons I learned from over 25 years of Hospitality The ESPN Series "30 for 30" happens to be one of the favorite shows. The...