Service Secret #11: Viva la Vital Behaviors

“Tall Tim, my team has no energy, no life." "No one’s smiling. There’s no sense of urgency. I mean, people who were willing to do something extra now just stay in their circle. Even worse, our Customer Scores are way down. What happened? " "We need a Team Building activity or some sort of Bootcamp. … Continue reading Service Secret #11: Viva la Vital Behaviors

Searching For Service Talent? Look To The “In” Crowd

Spend enough time around me, and you’ll become painfully aware of my simpler, yet more guilty pleasures. One of the frequent insights shared is my affection for the original Project Runway television series. I don’t know . . . its something about designers working through a process of expression, trying desperately to tap creativity that … Continue reading Searching For Service Talent? Look To The “In” Crowd

Service Secret #7: It’s Five O’clock Somewhere Else

Five O’clock PM. The mystical sixth hour within the Post Meridian time convention, the coveted end of the workday, when sanity hinges on the prospect of something tall and strong, proper judgement giving way to subliminal ponderings such as “What would Jimmy Buffett do?” Many an urban legend has been forged through this premature abandonment … Continue reading Service Secret #7: It’s Five O’clock Somewhere Else

Bubble Thoughts: Consider The Journey On Your Way To Creating a Memory

Bubble Thoughts . . .   Those delicate moments of unfiltered insight, known to float between the conscious and sub-conscious, have played havoc with my daily routine. The absence of a commute and its pre-requisite shower, both reliable Bubble Thought portals, have forced me to wake early, many times before dawn, to capture insight before … Continue reading Bubble Thoughts: Consider The Journey On Your Way To Creating a Memory

Survey Says? Lead From Your Heart

I have never been a survey kind of guy. At least not when it comes to leadership. Surveys lead to data. Data leads to statistics. Statistics act like clutter, just something else you add to a mental closet already bestrewn with useless information, including words like “bestrewn”. Even though 14,000 people responded . . . … Continue reading Survey Says? Lead From Your Heart

Service Secret #6: Nothin’ But A House Party

Have you ever hosted a party in your home? Or are you one of the millions that would rather not risk the indelible damage to your self-esteem, living in constant fear of ego shattering rejection, the words “and nobody came” echoing through your subconscious for all eternity? If you count yourself part of the second … Continue reading Service Secret #6: Nothin’ But A House Party

Tell Me, What Were You Expecting?

I fully embrace a Next Generation mentality. Rapid changes in technology have created incredible new ways to connect, communicate, and collaborate not just locally, but globally … and beyond. Change, though, has come with a heavy price. The success of music streaming apps and other digital media options has rendered one of my favorite Development … Continue reading Tell Me, What Were You Expecting?

Learning To Crash Part Of Learning To Fly

You are going to panic. There is no escaping the physiology of the moment . . . You will shrink immediately from wide angle to tunnel vision, your heart will begin to pound, your pulse will quicken. You’ll begin to perspire, though just a moment prior you commented on how comfortable you felt. Your brain, … Continue reading Learning To Crash Part Of Learning To Fly

Your Eyes Will Share The Smile Behind Your Mask

“Smile, You’re On Stage” This statement is scribed on signs that freckle the backroads and byways of Central Florida, a region that pre-pandemic boasted the highest volume of visitors among popular destinations in the United States. They remind thousands of hospitality professionals traveling to and from their venues that the pursuit of service excellence requires … Continue reading Your Eyes Will Share The Smile Behind Your Mask

A Sacred Truth of Service: See From The Perspective of Your Guest

All right. Here it goes: Strategic and Ideation are my top two CliftonStrengths. Not by a little, by a lot. There, I said it. What those Strengths describe is my constant, passionate search for relevance, a unique ability to see connections among the complex, enable clarity by eliminating the unnecessary, and master the simplicity of … Continue reading A Sacred Truth of Service: See From The Perspective of Your Guest