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

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

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...