Roger Wolkoff

Up Closer and More Personal

I walk into the newest branch of my credit union, and I am immediately drawn to the design. Lots of open space, thick wood beams surrounded by steel, and lots of light thanks to the plethora of glass. Stunning only begins to describe how...

ABC(3): Above and Beyond Plus 3 Cs to Deliver!

I'm guessing you've heard the phrase "above and beyond" before, especially when it comes to delivering exceptional customer service and care to your clients. But I'll wager that you haven't heard how you can use the ABC(3) model of customer service to deliver on...

Great Teams Deliver

You walk into the nearly completed grand ballroom. In one corner, you see a massive stack of yellow and orange pillows for the new guest rooms. Next to the pillows are the sleek glass and steel work desks you selected for the business center....

The “No Problem” Problem

I walk into the hotel, wheeling my luggage and briefcase behind me. I am taken aback by the spacious and open modern lobby. I approach the front desk, and Carlos greets me with a smile. We have a friendly exchange - how are you...

It’s The Little Things

The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. You check in to make...

Are You “Fully Committed?”

You've heard it all before. You've also said it to clients and customers: "I'm booked that day." "We don't have any availability." "We're full that week." In each of these cases, and many like them, your words set the tone for what's about to follow....

Managing Authenticity: Is it Possible?

Imagine for a moment that you have many projects on your plate. Not hard to picture, is it? You know this is a great time to give members of your team opportunities to shine. Shanice and Randall come to mind as the ideal...

Authenticity Beats Customer Service Anytime

My wife and I love authentic experiences. There is nothing we enjoy more than experiencing food together. It’s always more than the food itself. Like the time we were in Sheboygan, Wisconsin recently. We visited Field to Fork Café for brunch. What a bustling...

K.N.O.W.ing Service and Creating Experiences

Do you remember your first job? My first real job was in the restaurant business. It was the summer of 1981 when I started as a dishwasher/busboy at a Bonanza Steakhouse chain in Marietta, Georgia. That was my introduction to the world of service. After...

“It Would Be My Pleasure”

"It Would Be My Pleasure" What do you do when Larry Csonka, two-time Super Bowl champion and MVP asks you to pack his favorite lunch for an afternoon of fishing at your all-inclusive island resort? Or when Steven Tyler, lead singer for Aerosmith, strolls into...

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