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Radically transform your organization’s unique service culture with a myriad of customized lectures and workshops catered to your industry.

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Great corporate service cultures celebrate product knowledge, gentle authority, service customization, and genuine relationships.

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Etiquette Tips for Wine

This week I’d like to welcome guest blogger Tynan Szvetecz, executive sommelier trained by the International Wine Guild to discuss some basic wine etiquette for serving and drinking wine. First of all, I’d like to thank Charles for giving me an opportunity to post on his blog. Charles’ service workshop revolutionized the way I relate…Read this article »

The Big Bad Boss

Every month I like to open up my blog to comments from my readers. This month I wanted to ask you how you deal with a difficult boss. When I was younger I had several negative experiences with supervisors and managers, and it was always tricky to know how to respond to seemingly unjust situations.…Read this article »

What is a Service Heart?

In my workshops, and even here in my blog, I often mention my service heart. I’m sure many of you have figured out what that means, or have created your own definition of service heart. But I still wanted to take a moment in this week’s blog to explain what I mean when I talk…Read this article »

Etiquette Question: Kids and Restaurants

Dear Charles, I’m a new mom and I’m facing a dilemma. I’m a complete foodie, who loves to go out to eat. Before my baby was born I thought that it would be relatively easy to take him with me to restaurants, once he got a little older. However, my sister keeps telling me that…Read this article »

Losing Your Cool

This week I’d like to talk about what happens when we lose our cool in a customer service situation. And I think it’s important to examine both sides of the issue–customers who lose their cool and professionals who lose their cool. When Customers Lose Their Cool As a professional: when we’re working in a service…Read this article »

Making a Connection

The best kind of service you can offer your customer is one that is based on making a connection. Sales executives will tell you that sales is 98% rapport and 2% product and sales. Here’s what I do when I want to make a connection. Eye contact. I’ve stated this before, and I can’t reiterate…Read this article »

Etiquette Question: Religious Diversity

Dear Charles, I am not a very religious person, but I celebrate Christian holidays, like Christmas and Easter. I’m also a very social person and I love to entertain and cook for my friends. I have friends who are Jewish, Buddhist, Christian, and atheist. What I’m wondering is what is the proper etiquette concerning whom…Read this article »

Service and Social Media

Last week I blogged about social media etiquette, reminding everyone not to post offensive or overly-revealing thoughts and photographs, and unannotated links. This week I’d like to discuss why it’s crucial for your business to monitor your brand online, and respond on appropriate social media sites. Fewer and fewer clients and customers will know the…Read this article »

Etiquette Question: Social Networking

Dear Charles, For the first time in my life, I’m finally active on Facebook and Twitter. While learning how to use them seems overwhelming, I’ve noticed that people take an “anything goes” type attitude about what they post on those sites. Can you offer up some general etiquette tips? I’m a pretty private person, so…Read this article »

Blame the peeve or the peevee?

Everybody has a pet peeve or two. See, right now, as you read that, you probably thought “Yes! I do! I hate it when the guy at the desk next to me clears his throat!” Or,”I just can’t stand gum or gum-chewers. Do they think that looks nice? Have they gone unconscious when they spit…Read this article »