Rant alert: I saw a post the other day that talked about the intersection of sales and service and it set me off. When I saw it, I shuddered at the thought of sales and service being separate entities. I’ve said it innumerable times, “Service is not a damn department!” Service is helping people, and … Continue reading Intersection of sales and service? NOOOOO!!!!

If you are a professional who understands that the age of experience is upon us, you most likely know that your company needs to focus on service excellence or find itself behind the times. However, you may have also found that building this new cultural mindset is difficult. But don’t let that stop you. Don’t … Continue reading What are the first steps I can take to make service-focus the priority in my company?

Upsell. I have never liked the term. It sounds, for some reason I can’t explain exactly, “sneaky.” And even if that is not the intention, it just has a nefarious edge to it. However, I get it. You’ve got customers in your shop, and you want to make sure they know all their options and … Continue reading Upselling. It is time to change its reputation.

Hospitality, what is it exactly? Before we get to a definition, let’s be clear. Hospitality is not just something related to one industry which means it’s not just for hotels and restaurants. In fact, it’s not an industry at all. It’s actually an approach. And it’s an approach that can transform any business. It can … Continue reading Hospitality. It’s not just for one industry, never has been. You should try it.

Once, while playing golf with two friends, we had a man join us to make up a foursome. As he was a stranger, we all introduced ourselves and started to get to know one another. Over the course of play, as is typical, the questions came up as to what we all did for a … Continue reading A change that will change everything. Oh the things you can learn on the golf course.