I've spent the last 15 years working in customer service within luxury property management — handling everything from last-minute cancellations to demanding requests from clients who expect nothing less than perfect. Over that time, I've learned that exceptional service isn't about grand gestures or bottomless budgets; it's about paying attention to what people don't say out loud, and following through when it matters most.

I've had my share of service disasters too — including a few I still laugh about — and I've learned just as much from those moments as from the ones that went right. That's the perspective I bring to teaching: practical, a little candid, and built from real situations rather than theory.

I created this course because I believe every business, regardless of size or industry, deserves access to the same principles that keep high-end clients loyal. I'm looking forward to helping you build a service approach your customers will actually remember.