Category Archives: Impressions
Going the extra (s)mile can pay dividends
I t was late Monday evening, after a day that already felt like a week. Though we were hungry, our work was unfinished so we lugged a laptop computer, DayTimers and cellular phone into the restaurant … probably not the … Continue reading
The Reality Show of Service
Survivor! The Bachelor and Bachelorette! The Millionaire! The Apprentice and good ‘ol Average Joe! Who is for real these days and why has the issue of reality become so captivating for today’s consumers? Why is “being real” or in some … Continue reading
Employees touch, tarnish memories
My companion and I had just dashed out of the Crowne Plaza Hotel near Miami International Airport in a hurry, late for our next appointment. We started to open the car door only to realize we misplaced the keys. We … Continue reading
How a Tissue Box and a Pepper Shaker Rocked My World
Chilled champagne in a silver bucket, chocolate -covered strawberries, spectacular floral displays, elegant upgrades and décor, delicious chef creations, limousine luxury and red carpet treatment…each of these are extraordinary gestures and touchpoints in the world of hospitality. These examples are … Continue reading
Using Hospitality as a Disguise: Are you Delivering Your Promises?
It was a dark, scary night. The wind was howling and the lights were flickering. The hotel sign noted “friendly service” so we ventured in, hoping to find a reassuring face. Our overworked and traveled souls were craving a super … Continue reading
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” … Continue reading
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 … Continue reading
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 … Continue reading