My first apartment industry job was at a gorgeous luxury community in Newport Beach. We had a three-story amenity building with a huge clubhouse, demonstration kitchen and TV room, theater room, billiards room, and fitness center. Did I mention the three pools and the private beach? It felt like the kind of place where instead […]
As the famous Christmas song goes there really is, “No place like home for the holidays!” The Holiday season is a wonderful time to be in the multifamily industry. The spirit is festive and joyous. (Well, mostly.) Residents and vendors will be bringing in food and refreshments (and if you’re lucky they’ll bring stuff you […]
Everyday I walk into a store, a restaurant, a hotel, airline etc. and I encounter someone who obviously does not want to be there. And while the customer service consultant part of me gets irritated at those people, the truth is I do empathize with them as well. Dealing with customers is not easy because […]
For you children of the 80’s and 90’s you know the title of this post to be from the classic (well, depending on your version of classic) song “Ice, Ice Baby” from Vanilla Ice. If the hook of the song is stuck in your head now, like it is in mine, I’m sorry! So why […]
Did you parents (or a teacher, coach, relative etc.) ever tell you, “You’re better than that!” after doing something that you shouldn’t have done? What were they telling you? Literally- your actions or words did not reflect who you really are! Isn’t why hearing, “You’re better than that!” hurt so much? Because you knew it […]
If you’re not used to it, taking off from John Wayne Airport in Orange County can be an interesting experience because of the unique protocol that pilots have to follow. Pilots use almost full throttle during take off; then when the airplane reaches about 1,000 feet the pilot pulls back on the throttle, which passengers […]
Have you heard the phrase “The Customer is Always Right”? Of course you have! We all have. Can I let you in on a secret … this phrase drives me crazy. The first reason why it drives me crazy is probably the more obvious one; sometimes customers are not right, but they use the belief […]
Have you heard of nitro brew iced coffee? Apparently it’s a “thing” right now, which has taken the coffee world by storm. What is nitro brew coffee? It’s basically a cold-brewed coffee, infused with nitrogen bubbles, and poured “on tap” like beer. I discovered nitro brew randomly on a day when I really wanted an […]
I remember hearing a story of a man who, after hearing his wife complain that she didn’t feel he loved her anymore, replied, “Honey, I said ‘I love you’ on our wedding day. If anything changes, I’ll let you know.” You know that relationships are not only built on the big occasions such as a […]
I’m writing this while sitting in seat 11D on an airline flight to Chicago. We just finished the beverage and snack service and the flight attendants have come through the cabin to pick up any service items we’d like to discard. As you can imagine this part of the in-flight service is NOT particularly sexy, […]