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...

In the 1980 classic film *The Gods Must Be Crazy*, the peaceful rhythm of a remote African bushman village is shattered when an empty Coca-Cola bottle mysteriously falls from the sky (actually thrown from a single-engine plane flying above). For a community that lived in harmony, sharing everything and having no concept of personal ownership or competition, the sudden appearance of this foreign object brought unexpected turmoil. What was once a tranquil, cooperative society became a battleground for possession, sparking jealousy, conflict, and a desire for something none of them had ever needed before.

Today, social media mirrors this disruptive force. Like the Coke bottle, it has fallen into our lives seemingly out of nowhere, offering great potential but also unsettling our sense of peace, connection, and self-worth.

The Pre-Coke Bottle Harmony

The bushmen in the film lived a simple, harmonious existence. They had no notion of time as we understand it, no possessions, and no sense...

Conversations aren't just about words. They're about connection, empathy, trust, and all the unspoken magic that happens when two people genuinely engage. Sure, you’ve probably heard the phrase, "It’s not what you say, it’s how you say it." But let’s take it further: it’s what happens in your brain when you say it.

Think about it. Why do some conversations leave you energized and others drain you? Why does talking with the right person at the right time feel like a shot of caffeine straight to the soul?

Here’s the kicker: neuroscience shows us that conversation is way more than chit-chat. It’s a workout for your brain. And like all good workouts, the results are real, even if you don’t see them right away.

What Happens in Your Brain When You Talk

Picture this: you’re deep in a meaningful conversation. Not small talk, but the kind of chat that makes you think, makes you feel. Behind the scenes, your brain is lighting up. Different parts of your brain—the prefrontal cortex, the amygd...

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...

The Importance of Establishing Mission and Vision Statements During Mergers and Acquisitions

Mergers and acquisitions (M&A) mark pivotal moments in the life of any business, offering opportunities for growth, diversification, and innovation. However, they also bring about significant challenges, particularly in aligning the cultures, strategies, and goals of the merging entities. One critical step in navigating this complex process is the establishment of clear mission and vision statements. These foundational elements are not just guiding principles but are essential tools that can smooth the transition and unify the newly formed organization.

Why Mission and Vision Statements Matter in M&A

When two companies merge, they create a new entity, a blend of histories, cultures, and strategic priorities. Without a shared direction, this new entity can struggle to find its footing, leading to confusion, disengagement, and even conflict among employees. Mission and vision statements serve ...

In the realm of technological advancement, the buzz around artificial intelligence (AI) is incessant. From automating mundane tasks to revolutionizing entire industries, AI's potential seems boundless. One of the most intriguing discussions in this sphere is whether AI will eventually replace C-suite executives, the top-level decision-makers in companies. Let's delve into this fascinating topic and explore the possibilities.

The Role of C-suite Executives:

C-suite executives, including the CEO, CFO, COO, and others, hold pivotal positions within organizations. Their responsibilities encompass strategic planning, financial management, operations oversight, and fostering innovation. These individuals possess a unique blend of experience, expertise, and intuition that drive the direction and success of their companies. They are the visionaries who steer organizations through turbulent waters and capitalize on opportunities in dynamic markets.

AI's Growing Influence:

AI's capabilities ...

Now that I have your attention. . .

One of my Fortune 500 clients recently reminded me of the phrase "get comfortable being uncomfortable." It might sound cliche, but it's actually a profound truth when it comes to personal and professional growth. As humans, we're wired to seek comfort and avoid discomfort. It's a primal instinct, keeping us safe from immediate danger. But in the grand scheme of life, avoidance often hinders progress, leaving us stagnant and unfulfilled.

Think about it. Have you ever longed for a new job, a deeper connection, or a personal achievement, but held back because the pursuit made you nervous? You're not alone. Fear of the unknown, the sting of potential failure, and the sheer awkwardness of stepping outside our comfort zones can be paralyzing. But here's the thing: avoidance rarely solves anything. It only delays the inevitable.

Imagine every missed opportunity as a closed door. Every time you choose comfort over growth, you shut yourself off from poten...

 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 ...