Over-Promising, Cover-Ups, Lies, and Stretching the Truth in Sales

Lies are wrong
April 24, 2019

My Mother and Father taught me that cheaters never prosper and telling lies was a sin.  Regardless of your religious persuasion, it is, in my opinion, unethical to lie and cheat.  Period. So why do people stretch the truth when it comes to business and getting ahead?  Do they think exaggerating the truth puts you in higher regard with others, earns you more money, or pays homage to your success? …


What Defines Quality?

quality service
September 10, 2018

They say that beauty is in the ‘eye of the beholder’; but what about quality?  Who determines what defines quality and where the benchmark should be placed?  When it comes to product selection, individuals definitely have their own standards of quality when it comes to choosing a product or service.  Conversely, brands/owners/managers have established a level of quality that must be achieved in order to be proud of their service AND to…


What’s The Temperature In Your Back Office?

May 3, 2018

What’s the temperature in your back office? No, I am not talking about your thermostat… I am talking about the climate of your culture!  Do you and other property leaders run hot and cold, or does your leadership temperature need to rise to a degree or two?  Or, are you an over-the-top, highly emotional leader and need to take it down a notch? As any leader will tell you that…


“Big Game” Starting Line-Up

"Big Game" Starting Line-Up
February 4, 2016

The “Big Game” weekend is about to unfold. “Big Game” parties have been planned, invitations are out, game colors are washed and ready to wear, shopping and preparation for the game-day spread are done, and people are looking forward to cheering for their favorite team!  Some fans actually care about the two teams playing, some will gather for the camaraderie, and others will watch just want to see the commercials….


Resolutions: Yeah or Nay?

January 8, 2014

Every year I make the same resolutions: eat less, exercise more, be happy, work hard, yada yada yada. I’m usually good for the first couple of weeks and then boom – something happens and I get off track. But every year, despite the set backs, I gather my thoughts together and set about again, proclaiming that I vow to do this or that and really make it happen this time….


Act Effectively – Work Smarter Not Harder

November 20, 2013

My last blog referenced the Leader’s Toolbox and discussed the importance of being unique. Today I want to address another important subject….. Effectiveness. “Efficiency is doing things right; effectiveness is doing the right things.” ~ Peter Drucker Here is the second tool you should add to your toolbox: Act Effectively – Work Smarter Not Harder Every morning I sit at my desk and look at my “To Do” list. Every…


Be Unique. Color Outside The Lines.

November 19, 2013

Every day we ask our property leaders to take the reigns in hand and guide our hotels to be successful, profitable, and efficient. In this fast-moving world we needed to not only use our historical knowledge, but adapt to the ever changing world. You need to be flexible, tolerant and think outside the box to establish uniqueness. There are many new tools in the leadership toolbox and we need to…


The Importance of “Making Time For Sales” – A GM’s Role In The Sales Process

September 17, 2013

Many of our hotels are rooms only, bank owned, limited service, and have small management staff’s. I get it. I have worn your shoes, managed hotels of similar calibre and been responsible for everything from soup to nuts. You have a lot on your plate and your time management skills must be stellar in order to keep everything on track, running smoothly, all while maintaining your sanity. No, you do…


Are You Laboring On Labor Day?

August 30, 2013

Are you “laboring” on Labor Day? If you are a summer or resort destination, this is typically the last hurrah of the season and you are indeed nose to the grindstone! Patience and fortitude, September is that light at the end of the tunnel. If you are a suburban or city destination, then you are about to get ready to get out of the summer doldrums and enter normalcy. On…


Think Strawberries

June 3, 2013

Ever wondered about the name of my blog, “Don’t sell the steak, sell the sizzle”? Not trying to be Captain Obvious, the title is all about basic salesmanship. You are, in essence, selling the experience and getting the product as a bonus. You are selling the customer on the fact that you are going to deliver his/her guests an experience. How many times have I said – ‘there is no…


The E’s of Management

September 4, 2012

Enthusiasm, Energy, Excellence, Example, Empathy, Effectiveness, Efficiency, Empowerment, Essentiality, Esteem, Equilibrium, and Education. Man, that’s a lot of E’s. While I agree that these twelve E-words are important management qualities, I also think that they are also very important qualities for sales persons to possess. Many, if not all of you have the word “manager” in your job title. You may not “manage” people, but you all manage sales activities…


The Power of Saying Thank You

August 20, 2012

I read an article today about the how often (or not) people say thank you to those in the service industry. (You know, waiters, waitresses, cashiers, gas station attendants, secretaries, help lines, mechanics, front desk clerks, housekeeping, maintenance, laundry, sales people, yada, yada, yada.) In the article, the author relayed a story about his experience in calling an airline to make reservations and the fact that the call center associate…


Leadership In Sales – Who’s Leading The Charge?

June 28, 2012

A little over a year ago I sent out an article about “Leadership in Sales”. I am sure that many of you looked at the subject and said to yourself, “I am the only Sales Professional on our property and I don’t have team meetings, so this really doesn’t apply to me” and then round filed the email. This year, I’d like to resurrect some of the ideas from that…