Expressing genuine interest pays off
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is
March 2, 2009
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Little efforts make BIG impressions!
Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked
February 27, 2009
Customers are quite adept at learning their place
Earlier today, I stopped by one of those cookie specialty stores to pick up an order of one dozen cookies that had been decorated as
February 26, 2009
Trust is a two-way street
I met with a colleague this morning who shared a great story to underscore the importance of reinforcing trust with customers. Trust is a two-way
February 25, 2009
The service profit chain in action!
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how
February 24, 2009
Why pleasant surprises are no gamble!
For my 40th birthday, my wife and I traveled to Las Vegas where we met up with several other couples to hang out by the
February 23, 2009
Sincere and specific compliments influence customers
A good friend of mine, Shawn, travels nearly every week with his job as a regional sales manager for a large technology company. Shawn is
February 15, 2009
The wine and food pairing puzzle
John Fischer, a Culinary Institute of America instructor, in his book At Your Service demystifies the wine and food pairing conundrum, enabling staff to confidently
February 13, 2009
Engage customers. Increase sales!
Research from a leading hotel company shows that a guest who is actively engaged with its brand spends 23 percent more money than one who
February 12, 2009
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