In the early 1970s, I was an assistant manager at Brennan’s Restaurant in New Orleans.

I recently visited the Houston Galleria—one of America’s premier luxury retail destinations—and left with more questions than purchases. As I walked through storied brands like Fendi, Ferragamo, Zegna, Louis Vuitton, Nordstrom, and Neiman Marcus, I expected a polished retail experience. Instead, what I observed was a widespread display of disconnection.

Roughly 90% of the sales associates I saw had their faces buried in their phones. Not tucked discreetly away. Not used briefly to check a message. Fully engrossed. In boutique after boutique, salespeople stood motionless, heads down, scrolling. I paused outside several stores just to observe how long it would take for a salesperson to look up as a customer walked in. The answer? They didn’t—at least not until the customer was right in front of them. Only then would the associate flinch into action, awkwardly pocket their phone and attempt to shift into engagement mode.

And I kept asking myself: "Why do owners and managers allow smartp...

Today's world is fast-moving and so much of our communication has moved behind screens, from emails and text messages to virtual meetings and social media interactions. While technology has improved efficiency and speed, it has also chipped away at one critical element of service culture: COURTESY. Now more than ever, we need to remember that courtesy isn't just a simple gesture but the foundation of meaningful interactions and long-lasting professional relationships.

One powerful example of the timeless value of courtesy comes from the history of the Dinkler Hotels, a family legacy of my dear friend, Carling Dinkler III. In the early 20th Century, his great-grandfather, Louis Jacob Dinkler, built more than 22 hotels across the southeastern United States, each one reflecting a single guiding principle: “Courtesy Is Contagious.” Engraved on every employee’s name tag, this phrase wasn't just a tagline but a mission statement that set Dinkler Hotels apart from its competitors. It defined...

 Remember the comforting chime of the service bell as you entered a store, the attentive gaze of a salesperson meeting your eye, the personalized recommendations and genuine smiles? In today's fast-paced, digitized world, those warm interactions seem to be fading, replaced by self-service kiosks, automated checkout lanes, and faceless online transactions. While technology has brought undeniable convenience, it's also fostered a concerning decline in person-to-person service culture, leaving many yearning for a bygone era of human connection. 

From Bellhops to Bots: A Shift in Expectations 

The service industry once thrived on the belief that customer satisfaction hinged on genuine human interaction. Bellhops greeted guests with open arms, waiters offered friendly conversation, and shopkeepers took pride in knowing their regulars by name. Today, however, automation often takes center stage. Chatbots answer customer queries, digital displays replace menus, and self-checkout eliminates ...

There are two interdependent and profoundly critical components to every successful business - Customer Service and Service Culture

Customer Service: The Nuts and Bolts

Think of customer service as the nuts and bolts of a well-oiled machine. It's the frontline interaction where employees address customer needs, resolve issues, and leave a lasting impression. This includes:

• Responsiveness: Promptly addressing customer inquiries and concerns.
• Problem-solving: Finding effective solutions to customer issues.
• Communication: Clearly and concisely conveying information to customers.
• Courtesy and professionalism: Treating customers with respect and empathy.

While good customer service is essential, it's not enough to build lasting customer loyalty and advocacy. That's where service culture comes in.

Service Culture: The Engine that Drives Everything

A service culture is the fuel that propels an organization towards customer-centric excellence. It's the DNA that runs through the en...