I arrived at a beautiful castle-converted-to-Hotel in England a few years ago with a very messy, noisy head cold. They had a lovely restaurant on the premises, but I was not in the mood to eat among strangers. We were pleasantly surprised when the hotel was willing to honor our request and make an exception […]

Would you like to know how to deliver five-star service to your customers? In the same way that a competitor can reverse engineer a product to understand how it works, we can perform a similar analysis on services. The obvious motivation for doing this is to improve the service that you provide to your own […]

A major component of great customer service is the initial first impression that a business makes with its customers. But, wait! Often there are actually several unrecognized opportunities for businesses to make a great first impression, and then another, and then another with the same customer!

Recently, my better half and I spent a week on […]