It’s really called the 10/5 rule, but since we are all practicing social distancing, it should be changed for now to the 10/6 rule.

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

So, what is it?  It’s pretty simple, but often not practiced.  Case in point.

While there are not many places to go right now, I was able to safely head to an establishment to ta...

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 changing every day.

While I work with companies to take their customer experience to the highest levels, today isn’t the day to talk about that.  I am sure your business is being affected somehow by COVID-19. Stress levels are rising; employers may be conducting layoffs, sales are down.  I get it, as I am feeli...

What if you could create a lasting impression for your customers without breaking the bank?

I believe it’s the little things we do today for our customers that have the opportunity to make the biggest impact.  Remember, it’s about creating the entire experience and not just selling your product or services today.

So, do you have a WOW Budget for your clients? What’s a WOW budget?  It’s a small portion of your customer experience budget so that yo...

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 documentaries that they have produced are wonderful to watch.  I have my own version of this show...well, sort of.

What have you learned in your career?  Someone asked me that the other day, and I must admit, I was stumped by that question at first.  But when I sat down to think about it, I realized that because of...