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Service Challenges of Growth

Earlier this week AT&T announced its plan to purchase T-Mobile to form the nation’s largest wireless carrier. If the acquisition is approved, the outcome of this new mega-corporation may be both good and bad. On the positive side of things, current customers of each company hope that they will get better and more reliable wireless…Read this article »

How to Help

Since I started this blog in January, the world has experienced several profound tragedies. The most recent tragedy, Japan’s earthquake and concomitant tsunami, has claimed thousands of lives. To read more about how we can learn from these tragedies, please see my post about the Christchurch earthquake, and my post about the shooting in Tucson.…Read this article »

Happy International Women’s Day!

In honor of International Women’s Day, I’d like to open up this blog post to comments from my readers about women who have impacted their lives. While I was growing up, my mother consistently let her service heart shine. She hosted amazing parties and events; everyone always felt welcome at our home. To this day…Read this article »

Etiquette Question: Email vs. Snail Mail

This week, I’d like to welcome SEO and social media expert Natalie Winslow as our guest blogger, answering the following etiquette question recently sent to me. Dear Charles, I have to admit something: I’m old-fashioned. I love sending thank you notes, Christmas cards, and hand-written letters to my friends and family members, who live across…Read this article »

Serving Others in Crisis

This week’s earthquake in Christchurch is another reminder of how fragile life is. And though devastating, through crises we are also reminded of how much we affect one another, and how much we truly care for one another. Strangers go out of their way, they risk their lives to help one another. Students from universities…Read this article »

Etiquette question: Wine for every course?

This week I’d like to welcome guest blogger Tynan Szvetecz to answer this pairing etiquette question recently sent to me. Mr. Szvetecz is an executive sommelier and master candidate at the International Wine Guild. Dear Charles, I’m hosting a formal dinner and I would love your advice on how many wines to serve. I was…Read this article »

Service Integrity

In 2007, Steven D. Levitt, author of the New York Times blog Freakonomics wrote the following about customer service: “There are not many strong incentives for individuals to provide great customer service. There may be small financial rewards that accrue if customers routinely tell an employee’s supervisor what a great job they did; but if…Read this article »

Etiquette Tips for Superbowl Sunday

Many of you are probably planning on watching the Superbowl this Sunday, either at home or at a Superbowl party. The idea of Superbowl etiquette may seem absurd, and I agree that a Superbowl party is much different than a formal event. However, I encourage everyone to always be on his or her best behavior…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 »