Using the Power of Story

What a difference people can make! We’re still traveling and again I am reminded of the power of people, the power of a story to sell and create an experience. We stayed in Cortona Italy for a week, enjoyed the town for a few days, and visited surrounding hill towns…

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Connecting, Sans Language, in Switzerland

The proof is in the pudding. Go to another country, one where you do not speak the language, and notice if you feel welcomed or not. Notice what is happening when you feel welcomed and what is absent. It’s a simple act and has nothing to do with language!  Currently…

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Year of Yes – Book Review

I’ve got a little different book review for you this time. It’s not so much about business development, marketing, or Customer Experience. It’s a personal story of a successful woman’s seemly simply change and how, in one year, it transformed her personal life and business in extraordinarily profound ways.  It’s…

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Hug Your Customers – Set the Bar, Inspire, and Recharge

Busy? Feeling drained? Staff bedraggled? Feeling unmotivated? Is someone about to get on your last nerve? Normal. Completely normal. I found myself feeling this way after a tremendously busy summer season filled with weddings and many hotel guests. Between training up new employees, supporting them, and working to exceed customer…

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Learning (Stealing) from the Big Boys

I love to pilfer big business. They spend thousands of dollars on market research, development, and implementation. Small businesses owners simply don’t have that kind of capital, (or time), to do this kind of extensive research. But, we CAN piggyback onto their investments! One of my most favorite things to…

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Growing Pains and Guilt Trips

Your business is growing. You need to hire and train people to help it grow. You’re worried about “quality control”. Customers and guests say that they love the way YOU do things. So much pressure! Man did I feel guilty when we grew our business enough that I didn’t need…

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