Several years ago, I got into a car accident. I came out physically unscathed but, unfortunately, the other driver was injured. (She’s okay now) When I called my insurance company, I was very emotional and extremely concerned about the other driver. I wanted to tell my story and ask questions to make sure the other
Professional Development and Employee Retention
According to the 2019 Retention Report of the Work Institute, 3 out of 4 employees who left their jobs COULD have been retained by their employers. According to this report, the #1 reason employees left their jobs was for career development. This is something I’ve long suspected. If we offer people the chance to grow
5 Ways to Be a Pet-Friendly Company
Are you a pet-friendly company? This weekend my husband and I embarked on one of our favorite annual activities which is to visit the apple orchards in Hendersonville, North Carolina each October. We pile our dogs, Moxie and Tonks, into the car, and take the beautiful drive on 74 through mountain passes and by babbling
There’s Freedom In Letting Go
Image by S. Herman and F. Richter I’ve been thinking a lot about the freedom in letting go. Of things. Of attitudes. Even, in some cases, of people. If you’ve been reading the Red Carpet Way, you may know that my husband and I are planning to take Red-Carpet Learning Systems, Inc. on the road
Our Red-Carpet Customer Service Train-the-Trainer September, 2019 Event
Congratulations to our new class of Red-Carpet Customer Service Train-the-Trainer Ambassadors. What a group we had! These fantastic ambassadors of #theRedCarpetWay are excited and ready to go back to their companies and roll out the Treat Your Customers Like STARS program for the rest of their team. We spent 3-full days together and by the
Someday Starts Today
SOMEDAY begins TODAY! (Thanks to Sam Horn for her inspiring book Someday is NOT a Day of the Week.) Jim and I love a good road trip. We married in November of 1997 and our honeymoon was a 3-week drive from Florida to the Southwest. We ate beignets in New Orleans, steak in Texas, tacos in Arizona,
What’s Your Story Worth Celebrating?
As a professional speaker and author who focuses on, among other topics, customer service, you can imagine I get my share of stories. People LOVE to tell me about the BAD customer service they’ve received. In fact, when we (my team and I) train on the topic, we have an exercise that gets people sharing
Start Spreading the News: 7 Strategies for Workplace Communication
The other day I was chatting with two of our DIY-with-help customers. We’re excited to report that they’ve already taken action and gotten some great results even though they’re only 4 months in and haven’t even rolled out the training yet! The first step in our process is what we call DISCOVERY, and by going
Add the WOW to Your Work!
WOW! Recently I spoke for the National Concierge Association. Talk about pressure! What could I possibly share that concierge’s don’t already know about delivering amazing guest/customer experiences? Before I got on the plane, I even Googled “what do concierge’s need to know about customer service,” and all I could find were articles on “what concierges
20 Lessons from 20 Years in Business (Part One)
Every year my Linkedin connections remind me that it’s my “work anniversary.” I’m delightfully inundated with messages and comments congratulating me and it’s fun. This year is a little different though because I realized it’s my 20th year as an entrepreneur. Twenty years ago in July of 1999, I left my wonderful job as a
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