April 26, 2024

THE 10-5 RULE

April 26, 2024/ Rob Hebeler

The hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”

April 19, 2024

THE RIGHT WORDS MATTER MORE

April 19, 2024/ Rob Hebeler

THE RIGHT WORDS MATTER MORE

Recently, while having dinner with my wife at a relatively upscale restaurant, I asked for some bread for the table. The waiter, without hesitation, responded, “No worries,” and left to retrieve a fresh loaf of bread—or so I thought.

April 12, 2024

OKAY IS NOT OKAY

April 12, 2024/ Rob Hebeler

OKAY IS NOT OKAY

There is an enemy among us. It compromises our relationships, results in lost business, produces poor quality, and leads customers to be confused, angry, and want more. The enemy is “okay,” and it is alive and well in our marriages, friendships, businesses, governments, schools, and even in our churches.

April 05, 2024

COME BACK!

April 05, 2024/ Rob Hebeler

If you want to save your soul;

come back to God.

If you want to save your family;

come back to God.

If you want to save our country;

come back to God.

If you want to save our Church;

come back to God.

March 22, 2024

YOU LEAD THE WAY YOU DRIVE

March 22, 2024/ Rob Hebeler

YOU LEAD THE WAY YOU DRIVE

“I made it to work in only 35 minutes. A new record!”

“A new record?”

“Yes… my previous record was 41 minutes. I am on a roll!”

“What made the difference?”

March 15, 2024

WHAT DOES LOVE HAVE TO DO WITH IT?

March 15, 2024/ Rob Hebeler

WHAT DOES LOVE HAVE TO DO WITH IT?

Each day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”

March 08, 2024

THE SICK CUSTOMER

March 08, 2024/ Rob Hebeler

THE SICK CUSTOMER

Today, a customer called me on the telephone, and he was in pain. He complained about tension, stress, and worry.

I prescribed a family vacation at the beach.

Today, a customer e-mailed me, and she was tired. She complained about her workload and lack of quality time with her family.

I prescribed a family vacation in the mountains.

March 01, 2024

WHAT QUESTIONS WILL YOUR CUSTOMERS ASK?

March 01, 2024/ Rob Hebeler

WHAT QUESTIONS WILL YOUR CUSTOMERS ASK?

Today, your customers will ask questions. Some questions will be in person, others in an e-mail or over the phone, and many questions through “chat” or on social media.

Rest assured, your customers will ask questions. Lots of questions!

August 14, 2020

THE WORST DAY EVER

August 14, 2020/ Rob Hebeler

THE WORST DAY EVER

Today was the absolute worst day ever

And don’t try to convince me that

There’s something good in every day

Because, when you take a closer look

This world is a pretty evil place.

Even if

Some good does shine through once in a while

Satisfaction and happiness don’t last.

And it’s not true that

It’s all in the mind and heart

Because

March 13, 2020

WHAT DOES SUCCESS LOOK LIKE?

March 13, 2020/ Rob Hebeler

WHAT DOES SUCCESS LOOK LIKE?

Sometimes we let events come and then we react. And for the most part, we have been very successful. We have a strong company, and great leadership. Sometimes the unexpected happens, and we are blindsided and left numb. Whether it is an illness, a disgruntled guest, misunderstood communications, unanswered e-mails, or budget overrun, we run for cover, consultation, or rationalize the situation to others and ourselves. It's in these times that we need to remind ourselves - what does success look like?

February 14, 2020

THE TAXI RIDE

February 14, 2020/ Rob Hebeler

Twenty years ago, I drove a cab for a living. It was a cowboy's life, a life for someone who wanted no boss. What I didn't realize was that it was also a ministry.

Because I drove the night shift, my cab became a moving confessional. Passengers climbed in, sat behind me in total anonymity, and told me about their lives. I encountered people whose lives amazed me, ennobled me, and made me laugh...

February 07, 2020

Resolution

February 07, 2020/ Rob Hebeler

Mom, though it has been many years since these events have occurred, I think of them often and wonder why you did what you did.

What events?

Well, when I was in eight grade and on the CYO Basketball team, I was one of their star players. We had a great season, and we were on our way to the championship. The championship game was set for Saturday, and we were all thrilled. When I told you about the game, you told me that I could not go because we were expected at Pop-Pop and Nanny’s home for dinner in Philadelphia.

January 24, 2020

THE 100% CLUB

January 24, 2020/ Rob Hebeler

Research shows we retain...

10% of what we read
20% of what we hear
30% of what we see
50% of what we see and hear
70% of what we discuss
80% of what we practice
95% of what we teach
100% of what we love

December 27, 2019

THE UNWRAPPED PRESENT

December 27, 2019/ Rob Hebeler

THE UNWRAPPED PRESENT

At this time of year, I often reflect on the Christmas mornings growing up in Lawrenceville, New Jersey - the opening of presents, the wrapping paper flying everywhere, the smell of freshly brewed coffee, the sound of bacon sizzling on the stove, Christmas songs playing on the stereo, and the many hugs and smiles from my grandparents, aunts and uncles, cousins and friends dropping in throughout the day. But there is one Christmas in particular that I recall each year. A Christmas morning that changed my life.

December 20, 2019

THE UNWRAPPED PRESENT

December 20, 2019/ Rob Hebeler

THE UNWRAPPED PRESENT

At this time of year, I often reflect on the Christmas mornings growing up in Lawrenceville, New Jersey - the opening of presents, the wrapping paper flying everywhere, the smell of freshly brewed coffee, the sound of bacon sizzling on the stove, Christmas songs playing on the stereo, and the many hugs and smiles from my grandparents, aunts and uncles, cousins and friends dropping in throughout the day. But there is one Christmas in particular that I recall each year. A Christmas morning that changed my life.

December 13, 2019

THIS TIME OF THE YEAR

December 13, 2019/ Rob Hebeler

THIS TIME OF THE YEAR

This time of the year is marked with certain time-honored traditions.

Purchasing of gifts for those near and far. Attending holiday parties with friends and family members. Packing up the car to make extended trips. Baking cookies, making pies, and taking out Grandma’s recipe of sweet potato casserole – the one with mini-marshmallows.

December 06, 2019

THE MISSING PIECE OF PIE

December 06, 2019/ Rob Hebeler

THE MISSING PIECE OF PIE

There is a missing piece of pie served at my holiday feast, and I’m not sure why.
• Did someone sneak into the refrigerator last night for a midnight snack?
• Did someone skip the ham and go straight to dessert?
• Maybe someone dropped the pie and put back what was left to cover their tracks?

November 28, 2019

THE THANKSGIVING LETTER

November 28, 2019/ Rob Hebeler

THE THANKSGIVING LETTER

It is nearly dusk as the sun greets the orange and blue horizon over Boston Harbor. Judy and her daughter, Michelle, cuddled together on their living room couch. Michelle, just three years old, draws her baby doll closely to her chest, and holds her mother's hand tightly.

November 15, 2019

COLLEGE LETTERS

November 15, 2019/ Rob Hebeler

COLLEGE LETTERS

During my freshman year at Boston College, I received many letters from family and friends. At first, I received about a dozen or so letters each week; mostly from my high school buddies relaying their college experiences. I would dutifully write back and describe my classes, friends, and the overall experience of attending Boston College.

November 08, 2019

LET'S GO FOR A WALK

November 08, 2019/ Rob Hebeler

LET'S GO FOR A WALK

“Let’s go for a walk.”

“Where are we going?”

“Nowhere in particular. I just want to spend some time with you.”

“I’m kind of busy right now. Can we do it another day?”

“I would really like to go now, if you don’t mind.”