A Sign of Respect. As our world grows more casual, we observe a tendency for everyone to use first names rather than surnames. It is a pleasure meeting you, Mrs. Young, has a completely different conn...
13 Simple Ways to Deliver Service Beyond Self1. Make it Easy for People to Do Business with You.2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and...
11 Ways to Be More Engaged 1. Care about others.2. Be 100 percent in the moment. 3. Keep focus on the person you are serving. 4. Try to get involved, engaged, and interactive.5. Show interest in what...
When you are fully present and engaged in your workplace, you will demonstrate that you care about the success of your organization, are a team player, have a can-do attitude, and will go the extra mi...
When I am working with groups of thirty or fewer people, there is a powerful name exercise that I do to break the ice, start with humor, and begin my program with positive energy. One by one, each per...
Smiling and Expressions of Emotion. A genuine smile is inviting, contagious, and encouraging. People do read a book by its cover and your expressions provide a glimpse for what they’ll find inside.
Mix• Be situationally aware and pay attention to the people in the room. • Introduce guests or help strike up a conversation. • Be the one who takes the initiative and makes and effort to work the roo...
Many hospitality companies follow the 5 and 10 Rule, whereby when a customer is within ten feet of the employee, they should provide acknowledgement with eye contact and a genuine smile. When the cust...
Life rewards action. To get from where you are now to where you want to be requires forward movement and momentum. Although you may already know what it takes to bridge the gap, simply knowing what to...
Is chemistry a biological reaction which supports the propagation of our species? Or is it simply about being excited to find someone with mutually shared values, passions, interests, or experiences?...
Instant chemistry feels great! It is a raw, organic emotion. The art and science of relationship chemistry is still a mystery to me, but it is always a delight when it happens. You certainly know when...
If the skill of participatory listening came effortlessly and easy for everyone, there would not be so many misunderstandings, communication breakdowns, irritations, and frustrations.
How do you know when to advance the conversation or when there's something still unresolved? When you are situationally aware, you watch the body language and notice the cues that are given to you. Li...
Hostess with the MostestThink of a time when you have had a party in your home or had friends over for dinner. Didn’t you want to make sure they were nurtured, cared for, and well-taken care of? Didn’...
Every professional voice coach worth their salt will bring you back to the importance of tone, pace, and pitch. While these concepts were introduced earlier in The Art of Body Language section, we can...
Does your tone match your intention? Is your tone of voice confusing or clarifying? Are you coming across to others as you had hoped? Once you begin to notice your tone, you can adjust as needed to ma...
Considerations & Exceptions for Impressive Handshakes• Be mindful of a person’s age; be tender with arthritic hands. In that case, a loose and gentler handshake is a gesture of sensitivity and compass...
Being appropriate means being suitable, fitting, relevant, or proper in a situation. What may be appropriate in one circumstance can be terribly inappropriate in another. How does one discern? Sometim...
Being Nice Has Its Limitations. While you will certainly attract more bees with honey, there are times when being nice can backfire. Take it from a naturally kind person, being a bitch has its time an...
Be Brave. Bravery takes fortitude—put yourself on the line, even if you risk failing, falling, being embarrassed, or looking stupid—if being brave were easy, more people would be. Just try it!