Tag Archive | Pursuing Excellence





EXCELLERATE- verb; definition- To Rise to a Level of Excellence in a Rapid, Accelerated manner.

Excel, Elevate, Accelerate

Alright my friend, this is going to be short and sweet and to the point!
Does the above word and it’s definition describe you and what you desire for your business, your team, and your life?
If you found value in my book, Getting to WOW! and in my presentation- I Am the Guest Experience- then, you will love our upcoming 2 day Five Star Customer Service focused event- EXCELLERATE SERVICE 2016!!
Maybe you haven’t gotten a chance to read my book, Getting to WOW! yet, or to sit in one of my trainings.  Maybe you’ve only read my blog and seen my videos on Facebook. So you know that I’m all about 5 Star Customer Service and helping businesses and individuals Elevate their Customer Service.
No worries – Because in less than 2 weeks-we’re bringing the message of WOW! Customer Service to life with our EXCELLERATE SERVICE 2016 Event in Las Vegas on October 24-25 at the Suncoast Hotel & Casino.
WE have an amazing line-up of Speakers from all over the country who are experts in their industry and they can help you bring you business, your career and your life to the next level!!
DISCOVER How to Create and Deliver  5-Star Customer Experience with the Indispensable 5 R’s Model
  • Repeat Business

  • Referrals

  • Reviews

  • Reputation

  • Revenue

    While You Lead Your Business and Team To…

  • EXCEL in all aspects of Service Excellence

  • ELEVATE your CUSTOMER SERVICE to new heights

  • ACCELERATE your business’ growth and profitability

    EXCELLERATE SERVICE 2016 is about Service & Service. What do I mean by that?

  • It’s about SERVICE , as in Customer Service-Creating & Delivering Five Star Customer Service Experiences for your Customers

  • It’s about SERVICE, as in Service and Giving Back to the Community.

Our Event Kicks off on Sunday, October 23 at 7pm at Suncoast Hotel & Casino with our Charity Auction Fundraiser to benefit Three Square LV our local Foodbank serving Southern Nevada.


So, by attending EXCELLERATE SERVICE 2016 you will be contributing to the growth and development of yourself and your business, at the same time contributing to a greater cause of helping those in need. A portion of all ticket sales to our event, and funds raised during the Charity Auction Fundraiser will be donated to Three Square Foodbank.
Tickets are valued at $597.00 and well worth it.  However, we are offering them for the ridiculously low rate of only $97.00.  That’s right ONLY $97.00!!
That gets you into the EXCELLRATE SERVICE 2016 event for two days, Monday October 24 and Tuesday October 25 at Suncoast Hotel & Casino.    You will gain so much value and you will be with other like-minded individuals who want to EXCELLERATE their life.
So if that is you.  Message me and we will get you set up and registered for this amazing one of a kind event.
Here’s the link for the website, http://www.excellerate2016.com/
You may message me personally, Email me at Contact@EXCELLERATE2016.COM or call me at 702 848 8955.  This event is less than 2 Weeks from Today.  The Special Ticket offer will only be available for the next 7 days or until we have no more seats.
Do you want to EXCELLERATE your life?!!  Do it for yourself, your business and for your customers.  You Deserve it and so do they!
Let me know and Join us at EXCELLERATE SERVICE 2016 !
Christoff J, Weihman
ASPIRE Enterprises
Las Vegas NV
702 848 8955

A Major Soupfly at Grape Street Cafe in Downtown Summerlin

Welcome Back to Soupfly!

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If you’ve been following Soupfly for any length of time, you know that I always focus on the positive.  My intention on this blog is to share our dining /service experiences and principles that can help people in the Service & Hospitality industry -or any industry for that matter, to elevate the level of service they provide.  Even if I experience something that is less than positive, I usually do not call out said establishment.  I usually just share principles that I hope will be helpful.

Well, moving forward I will start sharing more in depth.  If a restaurant critic can freely talk about if the food is not up to par at a particular establishment, why shouldn’t I be able to freely share about if service is not up to par at a location I’ve dined at?  Answer-I should and I ought and I will.  So, Soupfly friends here’s a true Soupfly experience my wife and I recently had:

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So here’s a first. ..in all the years that I or my wife separately or together, of all the restaurants, in all the various locations we’ve ever eaten or dined at, Never, Ever have we experienced having a manager bring a plate of food back to the table to question, argue, discuss with the guest-me, what is wrong with it, saying, “That’s how we do it.”  And that without even first introducing himself to me. But I’m getting ahead of myself here.

My wife-Michelle, her daughter-Melissa and I decided to try the new Grape Street Cafe in Downtown Summerlin last Saturday night for dinner.  When our server explained about the seabass, he said it is prepared with a tarragon butter sauce.  I choose not to eat butter, so I asked Britton if they could do it with just olive oil.  He said yes. When my fish was served -it appeared charred to me, singed.  Not just seared. I took one bite and I did not like it.  I called our server over and asked him to take it away.  Our server told me that it was like that because of the olive oil.  He didn’t seem to think that it would come out any differently if they cooked it again.  Since, there was really nothing else on the menu that sounded appealing to me, I just asked for some bread with olive oil.  He told me they had a french loaf.  What he brought me resembled more of a  large hotdog bun-not a French loaf.  I resigned myself to the fact-that I’d be having a hotdog bun-excuse me, French loaf for my entree-of course, with olive oil.  A few minutes-maybe three to five minutes later, a gentleman,  whom I presume must be  a manager comes to our table carrying my plate of singed seabass and proceeds to ask me why I sent it back, arguing with me.  He said, “This is seared, in fact if you look at the fish on the inside, it’s almost undercooked.”

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Arguing with the Guest-Not a Great Way to Get them to Return

So, you’re telling me that it’s nearly undercooked on the inside but you want me to still eat it?  He stood there and argued with me, I finally nearly acquiesced and told him to just give it back to me, since that is clearly what he was wanting to do. I said-“Ok, I’ll just let it sit here in front of me.”   As he began to place the plate back in front of me on the table, my wife, Michelle asked, “Is this how you do business?”

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How audacious, unprofessional, un-customer friendly of him. My seabass, was to my perception, too overdone/charred on the outside. When I told my server, he was concerned only with getting me something that I would be happy with, not focused on arguing, discussing with me why my perception was wrong and telling me “that’s how we do it”… like the manager  did. The manager only told us his name because I asked him what it was.

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No Friendly Greeting

This is the same person who, when I walked into the establishment two weeks earlier to talk  with the general manager, said to me, “Two?”   To which I replied, “Two what?”  “Will there be two for dinner?” he asked.  No, I was there to talk with the GM .  There was no “Welcome, good afternoon, Thanks for coming to Grape Street Cafe, etc.”  And this is a newly opened establishment. If the manager doesn’t know how to greet the guests in a welcoming, friendly manner, how do they expect the staff to?  If the manager doesn’t set the tone from the beginning for a positive dining experience, then, when a Soupfly does happen-like a piece of charred fish-then it becomes a much more difficult situation to fix.

Is the guest always right? No, but you never argue with them. Would Wolfgang Puck do that? Hell , no!

Hey mistakes happen, sometimes the food doesn’t come out perfectly. Guests usually are understanding, accepting and forgiving. Let’s not focus on the problem, let’s move on and figure out how to make it right. Unfortunately for Grape Street, the manager, wasn’t about that, he was more concerned with why his server, our server, was asking to comp an item on a guest’s bill.
It’s not like I ate half of it or 3/4 and the sent it back. I took one bite and then determined I didn’t want to eat singed fish. I know the difference between that and seared.

Now, eventually, the owner, Chef John, did ask me about the situation and did his best to address it.  He made me a seared-yes, seared tuna that was cooked right and I enjoyed it.  However, never once did Carl come back to our table, apologize or ask if everything was fine or good after that point.  He did go to nearby tables while we were eating but completely ignored us after his arguing with me incident.  Nor did he thank us or say a word to us as we were leaving.

John, did comp my fish and brought out a tiramisu for us for dessert.  That was nice.  However, his response to the whole situation, especially when I told him, that my wife doesn’t really want to come back, he said-“Just come in the kitchen and ask for me, next time you come in.”

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Well, why should we have to announce our presence in order to get good service?  We shouldn’t.  That’s not how to run a successful business.  You need to train your staff and management properly.  By the way, our server, did not know how to properly present and pour wine.  The food runners didn’t have a clue who ordered what/where to place the food.  So they auctioned it off.  Every course was like that.

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None of the staff seem to understand about not reaching arms and elbows in front of the guests and reaching over. Nor do they know about serving ladies first. Or about cleanliness and not man-handling the rims of glasses as they set tables.  These are  basic service principles that they should know and be able to execute properly, especially when entrees are upwards of $35.00.   Like Michelle said, we did not have a $300.00 dining experience.  Not even close.  But that is what we paid and that with my entree being comped.

The first time Michelle and I came to Grape Street in Downtown Summerlin a few weeks earlier, we sat at the bar, had a couple drinks and something to eat.  It was a pleasant experience but I’m not going to elaborate on that now.  They don’t deserve it.

So what’s the lesson besides think twice before going to Grape Street Cafe in Downtown Summerlin? Engage your guests, set the tone from the beginning. If Carl had been walking the floor, touching tables, greeting guests earlier, then, if/ when a Soupfly may happen, it’s so much easier to get past it and make a positive recovery.  How about just the common courtesy of introducing one’s self as they approach the guest at a table, rather than waiting for the guest to ask-“Who are you and what is your name?”


Yes, Chef John /owner  did his best to recover.  He came back to our table a couple of times to check on us. But he came to our table originally because we asked our server for him.  At first our server said that he probably couldn’t come out because he was on the line.  I understand that, but if he is on the line, doesn’t he-the owner want to know what is going on in his establishment?  If we hadn’t asked for him, would he have known about the situation?  Communication is vital to providing 5 Star Service to your guests.  Grape Street has a long way to go on all points of Service & Hospitality.  John does a fine job, himself, as does the GM-who wasn’t in that night.  But the entire team and management all need to be reading from the same play book.

Finally, in any type of establishment, let alone, one that is masquerading as a fine dining place, it is so very tacky to use linen napkins to stablelize wobbly tables.  And this was at almost every single one.  There are other less tacky ways to fix wobbly tables.

line napkin 2 Linen napkin wobbly table
Ok, I’m done.
By the way, has anyone ever heard of this new book on Service and Hospitality called,

Getting to WOW! Everybody WINS with 5 Star Service?


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I’ll tell you this: none of us won tonight, not us and not Grape Street Cafe in Downtown Summerlin.
John, the owner, said, “Please keep coming back.” I gave – Yes – gave- him a copy of my book and I circled the two chapters-Getting Past the Soupfly and Getting the Recovery, that they were sorely needing to read that night.  Today is one week later, I wonder if Chef John , the GM and the Manager have even cracked it open yet.  My hope is that they did.  Remember Everybody WINS with 5 Star Service.

Here’s the Positive Contrast-WOLFGANG PUCK Gets it

Later that evening as Michelle and her daughter went to do some shopping, I went to Wolfgang Puck in Downtown Summerlin  just to have a glass of wine and an appetizer.  When I walked in Sharlyn-the hostess-(not sure if I’m spelling her name correctly) was friendly as she greeted me, and remembered me from only being there one other time, as did Jacob, and Doug Chippewa the manager.  Both of them came by my table just to say hi.  I felt  very welcomed. My server, Gianna was courteous, friendly, hospitable, knowledgeable and made my short experience there very pleasant. Bartender, Courtney, created a nice cocktail for me that wasn’t on the menu.  Delicious and refreshing.  Chelsea, the newest member of the management team was walking the floor, greeting guests, running food, serving drinks.  The energy of the entire place was upbeat, fun and positive.  I can’t wait to go back.


This place-Wolfgang Puck, exudes Service and Hospitality. Smiles, friendly greetings.  Servers and management that clearly care about their guests’ dining experience.  I heard things like, “Sorry to make you wait”,  “Please enjoy”, “How’s everything?”, “Let me know if I can do /get anything else for you.” etc. etc.  That’s why there’s only one Wolfgang Puck but we can all ASPIRE to that level of Service & Hospitality wherever we are.

#GetitRight, # GettingtoWOW, #ServiceAndHospitality, #psbuywedgesinsteadofusinglinennapkinsforwobblytablez, #tacky, #GettingPasttheSoupfly, #HireASPIREEnterprises, #HospitalityProfessionals, #NobodyWontonight, #WolfgangPuckDowntownSummerlin, #GrapeStreetCafeDowntownSummerlin,

Thank you for reading.  As always, I invite you to share on your favorite social media.  Please Like us on Facebook.  Send us your Comments and hit the Follow button to receive an email each time there’s a fresh serving of Soupfly.

God Bless you and Cheers!

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV


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Your Gifts Are NOT for YOU-Mediocrity or Excellence?


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My wife, Michelle and I, were reading this morning from Joel Osteen‘s latest book, YOU CAN, YOU WILL.  He was talking about mediocrity and how being mediocre is not honoring to God. I completely agree with him.  We all have something that we are excellent at.  Many of us are gifted in multiple areas.  But if we are not using our gifts, then they are being wasted.


Similarly, if we don’t make a conscious decision to be excellent and to do excellent-that is, do things in an excellent manner, then we are cheats.  We are cheating others of the quality work we should be doing.  We are cheating others of our great talents, wonderful personalities, great senses of humor, extensive knowledge, amazing insights and kindheartedness. Whatever your gifting, or calling is-it is your responsibility to do that to the best of your ability.  Why? Because your gift is not for you.  What?  I’ll say it again.  Your Gift Is Not For You.  Yes, that’s exactly true.


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I learned this from T. Harv Eker.  He wrote a life-changing book called Secrets of the Millionaire MInd. When I attended his seminar two years ago and I first heard that statement, I thought, “That’s crazy”. My thinking was, “Of course my gifts are for me.  They’re My gifts and talents. That doesn’t make sense. If they’re not mine, then whose are they?”

Answer: Your gifts are for everyone else.  Your gifts, your talents, your passion, though they may be things that give you joy, happiness and satisfaction-you are supposed to be a blessing to others via those gifts.  They’re not just for you. So, guess what?  If you are not sharing your gifts, then you are depriving others that are meant to be beneficiaries of them. And you probably never considered yourself a selfish person. Right?  But if you are withholding them, you actually are blocking the flow.  And I know you don’t want to be a flow blocker.

What does all of this have to do with Service and Hospitality?  Just everything.  If you are coming to work everyday and just being there but not really Being there, if you are not giving your all everyday in every way-then, You are Mediocre.  Who really wants to live a mediocre life?  When one looks around, it seems a lot of people must want to.  Mediocrity is in. Everybody’s doing it.  And it’s really not ok.

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What about Excellence? You will never be successful if you don’t have Excellence as a primary objective, motivation and standard.  I encourage you to strive for excellence in your work, your job, your relationships, your personal life.  I’m guessing that you’ve all heard of the Law of Attraction, which states that “LIke Attracts Like”.  That means whatever you send out, you attract back to you.  If you settle for mediocrity in your life, that is what you will get more of.

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When you greet your guests, do you always have a smile and a cheerful attitude?  Or just sometimes?  When a guest has a complaint-do you have a positive mindset and true willingness to turn the situation around or do you then go and complain to your co-workers about the guest that’s complaining?  That’s not being very congruent.  Do you make a conscious effort to always give the very best service that you possibly can to every single guest?  Or is it just a crap shoot-some days you’re on your game, you’re loving life and as a result, the guests that have the pleasure of being served by you benefit.  But other days, you really just don’t care and you just do the bare minimum.

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The problem with mediocrity is-it’s not good but it’s not really bad.  It’s just so, so.  What a pathetic way to be.  If you as an individual, are okay with “just okay” and there’s many like you at your establishment, and I’m betting that there are-then the whole place becomes infected with an “It’s good enough” mentality. When you think and say, “It’s good enough”, usually, it’s not.  You’re just settling.  So, I ask you, Good enough for who?  You’re supposed to be providing a service.  Is “good enough” really what your guests or customers want, expect and appreciate?  I think not.

If you make a decision to Be and Do Excellent-that is what will return to you. You  get what you expect.  

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When you arrive at work each day, do you set an intention in your heart and mind that this is going to be an amazing day? Or do you just wait and see what happens?  If you’re waiting to see how the day goes, see what comes up, see how you’re treated, then you’re not taking responsibility for your results.  You reap what you sow.  You get what you give.  How about focusing on EXCELLENCE  and giving that to every one of your guests, customers, clients today?  My bet is that if you do-you will be amazed at the results.  You will begin to see Excellence show up in other areas of your life as well.

As T. Harv Eker says, “How you do anything, is how you do everything.”

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Come on,  give Excellence a shot. What do you have to lose?  Answer: Mediocrity


THANK YOU SO MUCH FOR READING.  I truly appreciate all my readers and followers of Soupfly.  I encourage you to please Share on Social Media.  If you haven’t yet Liked it on Facebook Soupfly-I invite you to hit the Like button here.

Also, great news-I want to welcome our readers from the following new countries: Botswana, Jordan & Ireland!! That now brings my readership to a total of 52 countries!!! That’s AMAZING!!  And I am so very grateful.  

Thank you all.  Please keep sharing, tweeting and inviting your family and friends to check out Soupfly.  And, I invite your comments.  If you’ve not commented yet or it’s been a while, please send a short message.  You are all AWESOME!!

Cheers and God bless you all!!!


Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV