Hello!

Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.

• 1.Hello: The First Important Thing2.I Notice = I Care3.The Power of Chairs, Doors and Stairs4.Please Hold5.Say What?6.There Is No Such Thing as Medium Rare7.A Little Decency8.From Dust to Mistrust9.What Brings Regulars Back10.When Things Go Wrong11.The Old Fashioned Touch12.Don't Scratch that Itch13.The Blueprint14.Every Time I Say Goodbye15.The Manager of Small Things

“Edwards, a consultant, provides useful guidelines for customer service. … The book emphasizes an understanding of customer service as a conversation. … The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels.” (E. G. Ferris, Choice, Vol. 54 (2), October, 2016)