Roger Wolkoff

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....

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...

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...

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...

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...

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...

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....

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...

“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...

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