Hospitality. What does it bring to mind? Hotels? Restaurants? Well, while it may relate to those things, it can relate to every business. Hospitality is more than an industry, it is an approach to how you serve your customers. Think of a quintessential hospitality experience, the dinner party. A dinner party is all about service, … Continue reading Hospitality. It can help your business no matter what business you’re in.

In her new book, Make it, Don’t Fake It, Sabrina Horn gives us insights and wisdom gleaned from years of working with executives and other influencers about how finding the right thing to do comes out of authentic integrity. The book is essentially a road map for leading with purpose and transparent values. And it … Continue reading Book Review: Make It, Don’t Fake It by Sabrina Horn

For a lot of people, customer service means making a call or going to a counter to make a return, get a refund, or make a complaint. But that’s only a small slice of a much larger world.Customer service is what every company does (or doesn’t do) knowingly or unknowingly. It begins the moment a … Continue reading Customer service IS the work.

Imagine you’re a customer and you are on a company’s website. You see a tagline that says, “Customers are our priority.” How do you feel? More confident? More trusting? More important?Now imagine the same scenario, but this time the tagline is “Customers are our priority ... because they pay us.” Now how do you feel? … Continue reading What’s your tagline?

“One of the key reasons people don’t serve each other in organizations is because they’ve been told to serve something else. Usually it’s targets or goals.” -Joel Bailey, Director of Product and Service Innovation, EY Seren Imagine a professional sports team who gives every player a financial bonus for hitting certain individual goals but no … Continue reading The magic bullet for great service. It’s not what you think.