Bob's new (and first) book is here!

At my training last week we did an exercise on IMPACT Points with the entire team, and it was an impactful exercise for them. I had them...

In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of...

I had an unbelievable customer experience at a quick service restaurant. I know you may be surprised, but I think it happens more than...

How well does your team create an impression that LASTS with everyone they come into contact with? During these last few months have they...

I ran across this quote from a restauranteur and it’s so true- “If you get the hospitality right, the food tastes better.” Think about...

Do you see anything unusual about the picture below? It’s a picture of a step, pretty ordinary, right? How about now? Yes, it’s one tiny...

And even during this time, it is still important to use this because if not, it doesn’t start the customer experience on the right foot....

We are all in this together. Not in our lifetimes have we been front row participants to what is happening in our country. And it keeps...

I had an incredible staff for my hospitality business and in the trainings that we had them go through I used to tell them that...

All of us know how to eat, but do we know how to dine? I also know you are thinking of people right now that have terrible table manners,...

Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany...

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ...

Weddings are a lot of fun and a lot of work. I know…as I have been privileged to cater over 700 of them throughout my career. And with...

Here are a few of our event ideas (or “Vātions,” as I like to call them) for you to think about as you are starting to plan your next...