Disheartening customer service at the Doubletree hotel

Real World Story: When I walked into the lobby of a Doubletree hotel during my last busy travel day, I saw two employees standing behind two counters that were separated by about 8 feet in distance.  I paused, looked at each one several times, and expected an immediate acknowledgement, smile or hello from either employee. […]

The power of “Hello” in customer service interactions

The first 10 seconds of every customer interaction set the tone for how your customer service, or lack thereof, is experienced by customers. And if you wish to deliver exceptional service, it all starts with a simple Hello! Real World Story:  In my latest customer service video, Simple Service Secrets #3: Hello, I share two […]

How to Drive in the New Year with a New Attitude—and Own it!

Have you ever met someone who makes you think? Who genuinely makes you change your perspective? Someone who makes you grateful for your situation? Real World Story: At the end of last year, I was coming home from a business trip, yet again, amongst the hustle and bustle of the holiday season. At the airport, […]