About Me

My business mantra is “Think RELATIONSHIPS or Go Broke.” So I invite you to connect with me on LinkedIn. Join me on Twitter, Facebook, or Instagram to serve as your #1 resource for tips, insight, and inspiration to improve your delivery of customer service. Click now on Contact Info links above.

Your business may have 100’s of associates serving 1000’s of customers. But your customers don’t care how big you are. They only care how big you care about them. I believe the key to building customer loyalty is to create an experience so distinctive that it will emotionally connect the customer to the company. The more emotional the connection, the more memorable the experience, the more loyal the customer. This customer-focused philosophy led The Inn to be recognized as one of the Top 500 World’s Best Hotels by Travel+Leisure Magazine during my administration. You can learn it now.

Be inspired to deliver exceptional customer service. My senior management positions at The Inn at Bay Harbor, MI, Turnberry Isle Resort & Club, FL, and Marriott’s Ko Olina Beach Club, HI, have given me the experience in motivating a diverse staff to achieve superior personalized customer care for such deluxe properties. You can, too.

Lead your people to exceed customer expectations and wow them. Ever since my first hospitality position as a Charter Member of Marriott’s Great America Theme Park, CA, I have been an advocate of the founder’s mantra to “Take care of associates and they’ll take care of your customers” to drive associate engagement and customer satisfaction. Marriott has recognized me with the Renaissance GM of the Year and Leadership Excellence awards. Learn to create a great experience for employees as you do the customers and you will have the loyalty of both.

I am confident you could make an immediate and significant contribution toward maintaining the highest quality customer service levels while ensuring superior profits for your business.

I have been recognized for my hospitality, customer service, and customer experience insight with the following accolades: Hosco 6 Inspiring Hospitality Influencers to follow, Userlike 11 Gurus of Customer Service, Future Care Today Top Ten Social Customer Service Influencers.

Specialties: hospitality service training, customer service speaker, customer service training, healthcare customer service training, student as customer service training, customer service blogging