Exceptional Nice Bike Hotel Experience

In the speaking profession, I spend roughly 100 nights a year in hotels. I have a soft spot in my heart for the housekeeping professionals who clean on average 15 rooms a day.  I was blown away by all the [...]

Never Forget A Friend Follow Up

“Nice Bike” is about acknowledging others by being fully present, honoring others by creating memorable experiences and connecting with others by making it personal.  No one does it better than my friend, Bonnie Blackman. Bonnie is one of the top [...]

The Value of Connecting

“Nice Bike…” is the metaphor I share on how we interact with others by acknowledging, honoring and connecting.  I love hearing stories from audience members and clients as they share their “Nice Bike” experience.  Here is a great one from [...]

Leadership Lessons from the Principal at Hopkins High School

What leadership lessons can businesses learn from a world-class public high school? As a speaker, having had a foot in both worlds - education and business, there are some valuable lessons that business leaders can learn from top performing schools [...]

Making Connections One Guest at a Time

You can learn great lessons on creating memorable guest experiences if you just keep your radar up and apply it to your business. I know I did when I met Keith, the room service attendant at the Green Valley Hotel [...]

Break the Glaze

Something has happened to us.  I witness it almost every day; people mindlessly glazing at each other as if we are interacting with a vending machine. Case in point, I walk into a fast food restaurant and watch the interaction [...]

Mickey Mouse Pancakes and Sweet Baby James

I was sitting in a booth at our favorite breakfast spot, Perkins with my wife Susan and I noticed a little boy in a tank top, shorts, a stocking cap, and cowboy boots. Usually, this wouldn’t draw my attention, but [...]

Creating the Guest Experience One Coffee at a Time.

I was standing in line waiting to order a cup of coffee at a Starbucks, located in a large conference hotel.  I was in line behind the hotel security guard who was on break.  She turned to me and said, [...]

“I dunno. I Just do…”

The early morning conversation with my barista at the Venetian Hotel in Las Vegas was pretty brief, “I would like one large black coffee double cupped and one large cappuccino, skim, extra hot, double cupped please.” The barista asked for [...]