Danny Meyer, the great restaurateur of Gramercy Tavern, Union Square Café, and Shake Shack fame, defines the difference between service and hospitality like this, “service is the technical delivery of a product, hospitality is how the delivery of that product makes its recipient feel.” This clearly identifies two dimensions. One, service, is more technical, it … Continue reading The difference between service and hospitality and how to leverage that for business success.

Each of us has an opportunity to make our workplaces—not to mention our homes and communities—better by being a more helpful contributor ourselves and inspiring it in others. In other words, we can create a better world and life for ourselves and those around us if we become more giving and service focused. But mention … Continue reading If you want your business to deliver better service, it starts with you. Here’s how to be more service oriented and help those around you to be as well.

What is one thing every business wants from customers? More sales, more revenue, and undying loyalty. This is how a business gets consistent income and a foundation on which to grow. This is the ideal situation. However, when customers don’t come back again and again, it is the opposite of ideal. Your growth strategy could … Continue reading No-repeat customers are a sign …a bad one. Here’s why.

Love. It’s in the air, but in business, it’s like Voldemort— “he-who-must-not-be-named” of Harry Potter fame— and treated like something never to be mentioned. Why is that? Why, given that business is essentially a human-to-human endeavor, is love something we quickly run from and dismiss in any business conversation. I remember once in a big … Continue reading Love is in the air …but is it customer love? It can be.

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.

There’s a new year coming. Are you ready? So many people and organizations start setting goals, making resolutions, and planning, and there is nothing wrong with it. In fact, it is critical for some because it gives them purpose and a finish line to chase. However, keep one thing in mind when you are calculating … Continue reading A new year is coming. Set goals but keep perspective.