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...
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...
Combining "Hi-Tech" with "Hospitality"
We all know that our technology continues to move rapidly. At times, I have wondered how it connects with delivering customer service...
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,...
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.” ...
