by carolynkilmer@gmail.com | Dec 29, 2017
In a recent interview on CNBC, Shake Shack founder and CEO of Union Square Hospitality Group, Danny Meyer, revealed his secret to hiring the best service professionals. What matters most is that the job candidate has what Meyer calls “the hospitality...
by carolynkilmer@gmail.com | Apr 26, 2017
Creative leaders ask empowering questions and their answers can guide the brand for years. Steve Jobs asked better questions and his vision continues to inspire Apple today. When Apple opened its first store in 2001, many experts thought it was a crazy idea. Skeptics...
by carolynkilmer@gmail.com | Apr 17, 2017
Culture is not a press release. Culture is not a statement or a Twitter post. Culture runs deep. Culture is a shared narrative that lifts spirits and inspires people to do what is in the best interest of the customer. Above all, a culture of service starts at the top...
by carolynkilmer@gmail.com | Sep 8, 2016
At the Sanctuary Hotel in South Carolina’s Kiawah Island, a focus on the soft skills makes all the difference. It’s one of only 154 hotels in the world awarded Five-Stars by the Forbes Travel Guide. But, as I discovered on a business visit this summer, it stands out...
by carolynkilmer@gmail.com | Aug 26, 2016
When you touch hearts, profits follow. In this Forbes column Carmine explains why the Apple Store was never a ‘store.’Read article on Forbes.com. Apple opened its first retail locations in 2001 and did not hire cashiers. It hired concierges instead. Think about it....
