Conversations For Leaders


Excellent customer experience must be at the core of our business if we want to stand above the crowd. If you want your business to grow and prosper, you must create a customer experience that’s unique and memorable to everyone who does business with your company. Read the rest of this entry »


What do you look for when you hire a leader to work in your organization? It seems like every person you ask, may give you slightly a different answer. When I ask this question to business executives and CEOs, most of them draw upon their own personal experiences of what makes a great leader. Rarely, do they go to the company vision and values of what their culture is all about. Read the rest of this entry »

What customers really want?


What customers really want today are memorable experiences. Sure, they want good service, a good product, and a good price. But what creates customer loyalty is the emotional connection created by organizations through the use of personalization, innovation, and positive emotions. Read the rest of this entry »

Businessman chalk speech bubble

Working with teams and customers every day, I learned the importance of communication by serving people from different generations and cultures. The hospitality business brings a wonderful opportunity to learn about people from all over the world and engage to connect with everyone you meet in a memorable way. Read the rest of this entry »


Over the weekend I made trip to visit my brother and nephew in San Diego, California. My brother, my nephew and I had our birthdays on the same month, so we decided to celebrate together with our friends and family in the gorgeous San Diego, La Jolla area. Read the rest of this entry »


Customers can be your most valuable training resource. If you pay attention and listen closely, you will learn what matters to them. Paul was checking in to the hotel very late and asked where he can get a nice cold Dr. Pepper Soda? Since the restaurant was closed at that time, the staff suggested the gift shop. The customer came back and said that he prefers the can soda instead of the plastic bottle they have stocked in the gift shop. Read the rest of this entry »


Casting vision is one of my favorite things to do as a leader.  As we sat down and articulated our goals for the New Year, we needed to think about a compelling vision for 2015. Great leaders cast a vision for their organization. Whether you are leading a department or a big division in your business, your employees want to know where they are heading and why they should follow your vision as a leader. Read the rest of this entry »


Accountability gets a bad rap! Why leaders struggle with accountability? If I walked into your organization, what would be the signs of accountability in place? Read the rest of this entry »


When I began to move up the ranks in the hotel business, I got into a management position in my mid-twenties. I have to admit that part of me was not ready for leadership. From a technical skill and industry know how, I was ready to take on more responsibilities but as I reflect on it today, leading people was still a new concept for me. Read the rest of this entry »


Remember the theme song to the TV show Cheers:  “Sometimes you want to go where everybody knows your name, and they’re always glad you came”?  Ideally, anyone interacting with customers (sales people, front office staff, restaurants staff and even websites) would recognize and remember every customer’s name and make them feel like a VIP.  Read the rest of this entry »


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