Values Based Recognition Impacts Employee and Customer Loyalty!

One thing I have learned in my many years of employee and organizational development is that outstanding employee performance is often the result of managers connecting with and engaging their employees; engaging both their heart as well as their minds. more »


Virginia Casale and Mario at Maison Twenty-Five

LA DOLCE VITA at Maison 25

During a recent trip in southern Italy, specifically on the beautiful island of Ischia facing Naples I had the pleasure of staying at Maison Twenty-Five bed and breakfast. The location is close to everything desirable, but the one element that more »



A Question of Ethics – Elaine Oksner

During my career, I have often lectured my colleagues in the hotel industry about ethics. The test to use to decide if something you are contemplating doing is ethical, is simple. Ask yourself this question: “If this appeared as a more »



Sixth Grade and Service Excellence!

Recently I was asked to speak to Midde School students at my son’s school, Pine Crest School, in Fort Lauderdale, on 21 Century Skills to encourage building expertise and adaptive abilities. As one of six featured speakers from a variety more »



Patient Expectations! Patient Service! Patient Excellence!

Can all of these be combined into one solid prescription for positive patient experiences? Recently, I had the opportunity to speak to the Bro ward County Medical Association in South Florida to discuss this very issue. Cynthia Peterson, Executive Vice more »



Organic Service

“Vivi” at Tee-Jay Thai Sushi in Fort Lauderdale knew we were in a hurry when we sat down. We only had 30 minutes to enjoy one of our favorite meals and let her know. She reacted instantly with positive understanding, more »



Being “In the Moment” with the Past, Present and Future

“Le Joie de Vivre”, the Joy of Life! A few weeks ago I was in Paris and loved feeling this expression everywhere I went! There were so many brief and spontaneous interactions that allowed me to be “in the moment” more »



Don’t Put Service in a Box!

In one of my recent boxing exercise classes my instructor Luiz greeted each student individually as he always does. He was also asked about a recent competition for one of the boxers he coaches over and over again. Each time more »



Goats and Ponies

On a recent trip to the North Georgia Mountains, I met Donna who shared her “Ponies and Goats” philosophy about people and I loved the connection to hospitality excellence in today’s intense world. “Ponies” are the people who take initiative more »



The REALITY SHOW of Service via “the GEEB!”

Welcome to the “real ” thing…the thing that matters most….the essence of what makes the biggest impact when it comes to serving people and service delivery….AUTHENTICITY!!!! Sincere service is what will drive any service interaction to a positive result. Insincere more »