Shep tells the tale of Zappos.com, a legend in delivering both internal and external customer satisfaction.

Michael weighs this age old question.  Does his server Barb tip the scale?

Carolyn gets to the heart of customer service analysis and why it's so important for your restaurant business.

Natalie gives her straight-talking take on the state of service.

Folks, we've got it, and others want it.  The term, Hospitality, evokes certain emotions and expectations, and we are the practitioners who make it work.  We fulfill the dreams and deliver the goods. "Hospitality is a most worthy cachet", says John, "and we cannot afford to lose that edge".

Shep tells a quick story about how thinking like the customer just makes "cents."

A master wine educator offers advice on how to make the most of lineup.

Within the hospitality triangle, service trumps both salesmanship and education.

For operations that have been doing business for some time, establishing long-term relationships with regular customers is success defined. Well-honed marketing programs and employee participation produce the best results.

Customer-sensitive corkage policy and service will take the sting out of the surcharge.

How to ensure your corkage policy is beneficial to your business and well received by your guests.