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...
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...
Perception is 9/10ths of the law
I had an incredible staff for my hospitality business and in the trainings that we had them go through I used to tell them that...
Are you just “Good Enough” or are you “Awesome?”
x-tinymce/html In seven to ten seconds, the question above is usually answered. Not out loud, but subconsciously. Our brain is a...
We all know how to “eat”, but do we know how to “Dine”?
All of us know how to eat, but do we know how to dine? I also know you are thinking of people right now that have terrible table manners,...
The 3 questions that brand you (and your company) for the rest of the event
They are actually very simple questions and the answers are even simpler. We say them all the time at every meeting, dinner or event we...
The “New Rude” (and Pokemon too!)
Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany...
Creating the “Black Tie” Customer Experience
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ...
