Conversations For Leaders

Flying without a Helicopter Book Cover final

Imagine you are running a marathon and you just passed the “24 mile” marker.  You’ve paced yourself to make it this far.  You’re exhausted and your body is reaching its limits but you psych yourself up to make it through the last two miles.  Then you hear an announcement that the marathon has been extended another five miles.  Sound familiar?  It should because this is the life of a corporate employee these days—work yourself to the bone then do some more. Read the rest of this entry »


We live in a fast-paced world where many people feel stretched and overwhelmed with just trying to balance their lives. Several weeks ago, I had the opportunity to catch up with a longtime friend. Read the rest of this entry »


Working in the hotel business for almost 18 years both as a customer service trainer and manager, exposed me to great CEOs and leaders of powerful hospitality brands. I learned some important lessons throughout my journey that taught me a lot about creating and driving a service culture for any hospitality business. Read the rest of this entry »



If you want your business to thrive and create more customer loyalty, you might want to think about the total customer experience your company is offering. Is the customer being engaged in every touch-point? Does the customer walks away like a raving fan? Will your customers spread the word about your service? Read the rest of this entry »


Recently we had a manufacturing business gathering at our hotel for a big training conference that would enlist more customers for years to come. The hotel team was laser-focused on exceeding the client expectations from audio visual requirements, registration support and creating memorable service in every customer touch-point. We went the extra mile to show case our level of service by building new relationships.

Who decides if your company’s products and customer service is superior to another company? The customer! Who decides if a company leader is providing great service to their followers? The answer is likely to be the same-“the customer”, the employees and managers who follow.

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Yesterday I had an interesting conversation with two managers that work at the Deli Department at a local Kroger store. We talked about personal development and leadership growth. The managers shared their personal growth stories and how they try to add value to their organization every day.  From sharing and listening to their stories, I thought about how we can become the best version of ourselves. Read the rest of this entry »


This past week I had the opportunity to welcome back one of our most loyal customers .Mr. Young has been staying at our property for almost three years on and off. He traveled internationally for business and came back after several months of conducting business outside the US. Read the rest of this entry »


About ten years ago, I worked for Starwood Hotels & Resorts as a Guest Services Manager and a Westin brand trainer. It was a lot of fun as the company not only talked the talk of customer service but walked the walk in their hotels across the country.  Read the rest of this entry »


Successful leaders today need one important new skill that may not have been appreciated in the past-the ability to fail well!

Significant accomplishments of many leaders arises out from hundreds of mistakes and failures. Great leaders like Richard Branson and Howard Schultz of Starbucks provide great examples of how they bounced back from their business failures to create a powerful brand. Read the rest of this entry »


Goal setting in every area of your life creates momentum and focus to raise the bar even higher. Your ability to clearly and systematically create goals, and to make plans for their accomplishment, will help you to achieve success for the long run. Read the rest of this entry »


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