How Remembering People’s Names Delivers Great Hospitality

Many years ago, I was working for a company in the office furniture industry. Every year we had a convention in which dealers, designers, architects, and end users would walk through our showrooms. After the show was over one night about twelve of us went out to dinner to Alan Hale’s Lobster Barrel on La … More How Remembering People’s Names Delivers Great Hospitality

Say What You Mean

It’s it funny how we expect everyone to understand what we’re saying, but in reality, we don’t. Over the past few weeks my wife and I have once again faced that reality even after 33 years of marriage. We were on vacation and I was talking to her about going to antique stores and looking … More Say What You Mean

How’s your Peas?

One of the Keys to Legendary Service is to treat Customers as if they were Angels! Imagine, if you will, that you knew that one of the customers that came into your establishment was an Angel. How would you react? How would you treat them? What would you do? What would you say? I have … More How’s your Peas?

Serving Gladly

My wife and I went to a Seafood Restaurant last night. It’s the third or fourth time we’ve been there in the past year. We love it. Great food, great atmosphere, but above all, great service. Both last night and the last time we went we were served by the same waitress. She had a … More Serving Gladly