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 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.

October 18, 2019

THE BANK OF GOODWILL

October 18, 2019/ Rob Hebeler

THE BANK OF GOODWILL

I went to the Bank of Goodwill today and made a deposit -

I thanked my wife for her support
I wished my kids a great day
I recognized a fellow Associate for her great performance
I opened the door for a stranger
I made a customer’s vacation dreams come true

October 11, 2019

WASN'T SO TOUGH AFTER ALL

October 11, 2019/ Rob Hebeler

WASN'T SO TOUGH AFTER ALL

It happens.

There are days when things do not go as planned or as hoped.

And what would have been a very good day becomes a very tough day.

September 27, 2019

WHO DO YOU WORK FOR?

September 27, 2019/ Rob Hebeler

WHO DO YOU WORK FOR?

Who do you work for?

Yourself.
Your team.
Your family.
Your community.
A paycheck.

One, some, all...or something else?

May 17, 2019

THE 10-5 RULE

May 17, 2019/ Rob Hebeler

In the hospitality industry, there is 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 head 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.

May 10, 2019

OKAY IS NOT OKAY

May 10, 2019/ Rob Hebeler

OKAY IS NOT OKAY

There is an enemy among us. It compromises our relationships, results in lost business, and produces poor quality results. This enemy leaves customers confused, angry, and wanting more.

The enemy’s name? “Okay.”

November 17, 2017

THE THANKSGIVING STORY

November 17, 2017/ Rob Hebeler

THE THANKSGIVING STORY

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

With their Thanksgiving feast now complete, family and friends gathered to listen to the traditional reading of "The Thanksgiving Letter."

June 30, 2017

BEYOND THOSE WORDS

June 30, 2017/ Rob Hebeler

BEYOND THOSE WORDS

On July 4, 1776, our founding fathers of the Continental Congress signed the "Declaration of Independence" that challenged the greatest power of the world to a fight. At the core of the fight were certain "words" that were unheard of at the time of monarchies and tyrants.

Those words "Life, Liberty and the Pursuit of Happiness" set the stage for an arduous struggle that lasted several years with much loss of life and property. At the end of the war with England, freedom was born, and the definition and application of those words was just beginning.

September 11, 2016

HOW DO WE RESPOND? FIFTEEN YEARS LATER.

September 11, 2016/ Rob Hebeler

HOW DO WE RESPOND? FIFTEEN YEARS LATER.

[Today, September 11, 2016, marks the fifteenth anniversary of the terrorist act on the World Trade Center, at the Pentagon, and in a field in Pennsylvania which took the lives of over 3,000 innocent people. Fifteen years ago, I wrote the following "Friday Story" in an effort to express the many elements of sorrow, fear, and hope that earmarked that tragic day. Today, we still have many of those elements still with us, and most likely they will always be our companions. However, it is hope that we hold onto most dearly in our efforts to comfort the wounded and bring peace to those who continue to suffer fifteen years later.]

July 02, 2016

THOSE WORDS

July 02, 2016/ Rob Hebeler

On July 4, 1776, the founding fathers of the Continental Congress wrote words that challenged the greatest power of the world to take notice. Embodied within the Declaration of Independence, words referred to as inalienable rights - Life, Liberty and the Pursuit of Happiness - defined freedom and set the stage for a great struggle against tyranny. The subsequent years, through much loss in life and property, the United States of America won its freedom and shifted its attention to the meaning and application of those words.

June 17, 2016

WHEN TRAGEDY STRIKES

June 17, 2016/ Rob Hebeler

WHEN TRAGEDY STRIKES

Life places people, events, stories, triumphs, and tragedies in our path to see how we will react or respond to such things. Sometimes, we adjust the path of our lives due to certain events and set off in a different direction. These "turning points" or milestones in our lives can be minor or be complete transformations. While other times, we come across people, events, stories, triumphs, and tragedies, and we keep on going; not caring to look back or reflecting on what has just passed us by.

August 14, 2014

PLANT TREES

August 14, 2014/ Rob Hebeler

There is this place; a special place.

A place where nature is celebrated, trees grow strong and tall, and birds rejoice with each sunrise.

A place where dreams are formed in morning's midst, planted in the hearts and minds of a few, a thousand, and then into the millions.

People come to this place year after year. They play. They laugh. They learn. They fall in love with each other as they embrace nature's many gifts which inspire their souls and warm their hearts.

September 06, 2013

THE MAN IN THE RED BANDANA

September 06, 2013/ Rob Hebeler

THE MAN IN THE RED BANDANA

After the horrific events of 9/11, The New York Times published survivor's accounts of the South Tower of the World Trade Center. Many survivors spoke of some angel, some young man coming out of the smoke and fire on 104th floor wearing a red bandana around his face, and yelling in a calm and commanding voice,

"Follow me. I found the staircase. If you can help someone else, then help them."

August 30, 2013

LEVEL 64

August 30, 2013/ Rob Hebeler

"I can't seem to pass Level 64!” exclaimed my wife for what seemed like the twentieth time.

"It's just so frustrating. Sheryl is on Level 70. How is she doing it?" my wife continued.

"Can't help you, JoMarie. I don't know what you are talking about. Ask Lauren. I think she is on Level 150 or something." I said, as I shook my head and left the room.

June 08, 2007

PHRASES

June 08, 2007/ Rob Hebeler

As consumers, there are many things we like to hear. Those catch lines or phrases that draw our attention; with our wallets and pocketbooks not too far behind:

On Sale
Limited Time Offer
Special
New and Improved
No Payments until next year
Low, Low Prices
Free* (…always accompanied by an asterisk)

July 28, 2006

ALL IN

July 28, 2006/ Rob Hebeler

The Main Event of the 2006 World Series of Poker kicks off today with the largest field of participants ever gathered for a single live poker event.

Among the dark sunglasses, hats, and unfolding drama, you may just hear the expression, “all in." For those that are familiar with No-Limit Texas Hold’em, this is a common (and necessary) action of betting all your remaining poker chips against an opponent who has much more in hopes that your hand will come out on top. If you lose the hand, you are out. If you win the hand, you are one step closer to a seat at the final table.

February 24, 2006

ROLES

February 24, 2006/ Rob Hebeler

Each one of us plays an important role in delivering service excellence. On-Stage, where we meet, greet, and serve the Customer -

Valet sets the first impression for a great experience
Hotel check-in builds anticipation of what is to come
Beverage builds an atmosphere of hospitality
Total rewards fosters loyalty