Does your business create raving customers?

I train, preach, yell and scream this everyday. Turn your guests into raving lunatic fans.

(Ok, I don’t yell and scream but I am passionate about this topic.)

Lead to Serve


This past week I had the opportunity to welcome back one of our most loyal customers .Mr. Young has been staying at our property for almost three years on and off. He traveled internationally for business and came back after several months of conducting business outside the US.

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Positive v/s Negative



pos·i·tive  adjective \ˈpä-zə-tiv, ˈpäz-tiv\

: good or useful

: thinking about the good qualities of someone or something : thinking that a good result will happen : hopeful or optimistic

: completely certain or sure that something is correct or true

neg·a·tive adjective \ˈne-gə-tiv\

: harmful or bad : not wanted

: thinking about the bad qualities of someone or something : thinking that a bad result will happen : not hopeful or optimistic

: expressing dislike or disapproval

Often we don’t recognize that that we are being negative nor the effect that our negativity has on others.  We often think that we are just “venting” or” blowing off steam”.  Do any of these comments sound familiar?

Examples of Negativity on the team:

  1. “I can’t believe that guy just (fill in the blank).”
  2. “This customer is crazy!”
  3. “My customers never let me do my job.”
  4. “I can’t get anyone through the door.”
  5. “We can’t seem to close anybody.”

Most of us have been guilty of using these phrases from time to time but don’t realize the effect that such comments have on our environment.

What happens when we are negative?

  1. You bring those around you down
  2. You bring yourself down
  3. Now everyone is down and it reinforces the negative attitudes which then become a self-fulfilling prophecy.

“A Native American elder once described his own inner struggles in this manner: Inside of me there are two dogs. One of the dogs is mean and evil. The other dog is good. The mean dog fights the good dog all the time. When asked which dog wins, he reflected for a moment and replied, The one I feed the most.”

— George Bernard Shaw

Which “dog” are you feeding?