From The ‘Hospitality’ Category

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 »


Difficult Clients?

I’d like to open up this week’s blogs to input from my readers. Offering excellent service is easy when the client or customer appreciates it. However, we’ve all encountered situations where no matter what we do, no matter how much we uphold the service container, the client is relentlessly difficult. Do you have a story…Read this article »


Etiquette Question: Soup

For this week’s blog I’d like to publish my answer to a recent etiquette question. Dear¬† Charles, I have an etiquette question for you: for the soup course, where do you put your soup spoon when you are finished eating?¬† Do you put it in the bowl or along side of it on the plate…Read this article »