Bob's new (and first) book is here!

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

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

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...

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...

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....

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

We all know that our technology continues to move rapidly. At times, I have wondered how it connects with delivering customer service...

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...

You don’t have to be in the hospitality business to really focus on the business of hospitality. But what is hospitality? It is “the art...

If you are like most businesses, you have a small department of people that officially work in this role. But if you step back and think...

Sometimes we take our customers for granted, don’t we? We just assume that because they just bought our product or service that they will...

At times in this day and age, I am starting to wonder. Let me explain. Do we choose to live in the land of “Lack of”? It is an easy...

x-tinymce/html In seven to ten seconds, the question above is usually answered. Not out loud, but subconsciously. Our brain is a...

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,...

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...

Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany...

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ...

What does the combination of poor behavior choices and a tarnished brand get you today? If you are in the NFL, a demotion from a job that...

Weddings are a lot of fun and a lot of work. I know…as I have been privileged to cater over 700 of them throughout my career. And with...