Blog

Clueless

Recently, I had an experience which gave me a more profound understanding of the challenging behaviors I present in my Spirit in Service seminar.

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What Do Berlin and an Ancient Hawaiian Healing Prayer Have in Common?

Recently, my husband and I spent a week in Berlin, Germany. I was there to participate in an International Les Clefs d’Or Concierge Congress.

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The Broad Redefines the Museum Experience

The Broad museum

I was completely wowed by the distinct, fresh and unconventional service of the staff at The Broad contemporary art museum.

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Do You Have a Chip?

I recently was privileged to be part of the annual conference/gathering of Airbnb hosts from around the world. They call it the Airbnb Open: A Festival of Hosting.

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Turning Complaints Into Compliments

It’s important to remember that we can use our deep desire to serve and our problem-solving skills to save the day, turning complaints into compliments.

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Personal Not Personalized

One inexpensive heart-felt communication is worth a million dollars of advertising.

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KISS: Keep It Sweet & Simple

I was inspired to write about simplicity when I saw a sign in a grocery store that was not simple and not particularly warm and fuzzy, either.

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No Place Like Home

I’ve been thinking a lot about the differences between Airbnb and high-end hotels and decided it has a lot to do with the notion of home.

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True Wisdom

An NPR interview with Norman Lear recently inspired me with a piece of profound and simple wisdom.

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The Power of Being Proactive

The concept of proactive customer service, or anticipating customers’ needs before they ask for assistance, has been around for decades.

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