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...

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...

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...

We all know that our technology continues to move rapidly. At times, I have wondered how it connects with delivering customer service...

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...