Industry News

A season for giving good service

Letters From the Home Front

Learn the New Luxury Playbook at Luxury Connect | October 18-19 at the Beverly Hills Hotel

'Tis the season to be a customer. As one who spends 25 hours a day during much of the rest of the year in the role of service provider, I find December to be a study abroad course of sorts. We can learn so much from our own experiences when the roles are reversed that is transferable to our own businesses. We can also better understand our customers by watching the consumers around us. Maybe it's just me, but I have noticed a different vibe on the shopping front this year. People are generally nicer. I had a lot of time to reflect on this as I circled the retail center parking lot in a holding pattern for six hours yesterday while nervously eying the fuel gauge. Times are tough, and my mall this year was the discount mall. We don't get the valet parking option they offer at those "fancy" malls. Instead, we are left to our own devices. There were moments when I was hoping a new business would spring up, one offering in-flight refueling and someone to toss energy dr...