Recently by Ginger Conlon

I recently stayed at a Hilton Garden Inn during a trip to Atlanta. When I walked over to the desk in my room to set down my computer, I noticed a note on the HGI pad on the desk. At first I thought it was a note written by the previous guest, but not thrown away. When I read, though, I realized it was for me from the housekeeping staff member who prepared my room that day. The note said, "The road to success is always under construction." It was signed, "Rosaria." I smiled and tucked the note in the folder I uses as my "mobile office."

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Kristie Foster, owner of KrisTEE's in Astoria, NY, has two ways she engages her customers. One is in her retail shop, of course. She welcomes every customer and lets them know she's there if they need assistance--the implication being that she won't be hovering over them, as is the case in many upscale boutiques. If a customer takes extra time to look at a specific item, she'll tell her about it: designer, size/color options, what it looks good with, etc. Her approach is helpful without being intrusive. If something looks good on you, she says so; but unlike retailers just angling for the next sale, if it doesn't, she says so and offers to find something that better suits you among similar options.

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Pat Brennan, manager of Wollensky's Grill in New York, is the consummate host and exemplifies one of the tenets of true one-to-one: Relationships are everything. He has a warm smile for everyone who comes in and a hearty thank-you for everyone as they leave. If he knows you, be prepared to have your hand pumped and be briefly grilled on what's new and how you are. It's not glad-handing; Brennan's face exudes interest and sincerity.

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