In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it.

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning.

A volcano in Hawaii, wildfires in the West, floods in the Midwest, hurricanes on the Gulf Coast, snowstorms in the Northeast—what's a business to do?

Remember how we all learned the seven steps of the sales process at the beginning of our tourism career? Well, that's been turned upside down!