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Success Newsletters

Vol 11, Number 5 May 2011

In this Edition
1. A World Class Experience
2. Monthly Inspirational Quote
3. Recommended Reading

A World Class Experience
I stayed over last night in Buffalo, NY before driving home this morning home to Toronto. I booked the hotel through Hotwire, which means that you don’t know where you are staying until you have paid for it. The hotel turned out to be Salvatore’s Garden Hotel. Never heard of the place before nor the restaurant they own also nearby. Sometimes you stumble on greatness in the least expected places.

I ate at Salvatore’s Italian Garden on the Buffalo Airport strip. What an experience!! If you are ever in the area, please do yourself a favor and eat there. They bill themselves in their brochure as creating the Salvatore’s Experience. Generally, talk is cheap, right? Not in this case. Salvatore’s delivered in every way. Last night was one of my most memorable meals and dining experiences in my life, and that is saying something. Let me give you some thoughts on why that was, what stood out for me, and how you might be able to integrate some of the ideas in to your own business or service.

1. Consistency of service from the minute I walked through the door. Nothing was too much trouble. Everybody willing to help each other in order to serve the guest, and they all knew their job. A smile costs nothing, means everything.

2. Kevin, my server, did not try to push things on me. He was attentive, professionally did his job and then left it up to me to decide. He was not pushy.

3. Even though the place was packed, I was never left hanging. I was treated as an important guest and during my two and a half hours in the restaurant two managers came up to me to enquire about my meal and overall satisfaction. On leaving the owner’s son was introduced to me. They treated me and every guest like a VIP.

4. There was no visible effort involved. Although people were working extremely hard, everybody knew their place in the team and helped each other. They made it look easy. The mark of greatness.

5. They served incredibly good food at a fair price. They delivered what they said they were going to do and gave so much more in value and service.

6. I would call this old school service. This is sadly lacking today. Generally speaking service is average at best, at least in the world I travel. It makes service like I experienced at Salvatore’s stand out.

To summarize:
give your customers what they want,
pay attention to every detail, nothing should be overlooked,
be consistent and treat every guest old and new like a long lost friend.
provide value and service and never take anything for granted.
I experienced a Friday night in Buffalo to remember, no wonder the place is packed every night. Bravo Salvatore’s, I will be back.

“Those who serve are those who rule”

The Art of Facilitation By Dale Hunter and Others

This is a book from my wife’s library actually. In a nutshell it is a great book for people in the business world who want to lead great meetings and create tremendous group synergy. It is filled with lots of wonderful information on the art of facilitation. I really enjoyed the read and found the facts and statistics fascinating.

Permission is granted to reproduce this newsletter in whole or in part provided the following byline below appears along with the article and that a copy is sent to me after publication. Thank you: To check previous issues for publication, please go to and click on articles/newsletters.

Charles Marcus is an international motivational speaker. To subscribe to his FREE success newsletter, please send an email to An electronic copy will be sent out to you every month. For more information on how Charles, his book and his programs can benefit your organization or group, please call 905-847-2323. Toll-Free in North America at 1-800-837-0629, or visit his website:

Date Added: May 30, 2011 | Comments (0) | Filed under: Newsletters

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