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

Do your customers and prospects think your customer service is blah or Black Tie? Let me explain these two notions with two real-life...

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...

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...

25 Lessons I learned from over 25 years of Hospitality The ESPN Series "30 for 30" happens to be one of the favorite shows. The...

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,...

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

Please read this text below and count every “f” in it: FINISHED FILES ARE THE RE SULT OF YEARS OF SCIENTI FIC STUDY COMBINED WITH THE...

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...

This is an article that I wrote on the eve of the NFL Draft. I believe these tips are just as important for anyone in business no matter...

We catered a lot of cocktail receptions throughout the years. But they really aren’t cocktail receptions any longer; they are “networking...