News (blog)

Welcome to ICLMA's blog!  Please come back often as this is where we'll post information about the association and other industry related news.

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  • 22 Jul 2014 10:46 AM | Katharine C. Giovanni, CCS (Administrator)

    A great article about pricing that everyone can benefit from ...

    Pricing Experiments You Might Not Know, But Can Learn From by Peep Laja

  • 19 Jul 2014 2:19 PM | Katharine C. Giovanni, CCS (Administrator)

    Thought I would share a really short video I did .... YOU GOT THIS!

    Until next time!

    Katharine Giovanni;

  • 14 Jul 2014 4:28 PM | Katharine C. Giovanni, CCS (Administrator)

    You can’t?  Why not?

    By Katharine C. Giovanni, CCS

    I can’t stand those two words.

    I Can’t.

    Why can’t you? What is stopping you from achieving your dream?

    Don’t answer that. I can already hear the 50 answers that are coming into your brain as I write these words.

    Did you know that a recent study showed that only 10% of your happiness in business and life comes from the OUTSIDE?  Yes you heard that correctly. That means that 90% of your success comes from the inside.

    So I will ask you again … why can’t you?

    Take what is working and toss the rest. Refocus, rework and rebrand if you have to. Try again. NEVER stop trying!  You got this!

    Whatever your goal, just keep going and don’t give up! I have complete and total faith that you will get to where you’re going.

    So when you see the words…

    Impossible … flip it to I’m possible!

    I’m a mess … no, you have a message! Take your mess and turn it into your launching pad!

    Cancer … See the little word “can” in there? YOU CAN GET THROUGH THIS!

    Don’t … See the word “do” in there? You got this!

    Don’t believe me?  Here are a few people who did exactly this…

    • Dr. Seuss’s first children’s book was rejected by 23 publishers.
    • Apple’s first microcomputers were turned down by H-P and Atari.
    • Gold Medalist Joan Benoit had knee surgery 17 days prior to the trials.
    • Vince Lombardi didn’t become a head coach in the NFL until he was 47.
    • In his first three years in the auto business, Henry Ford went bust twice.
    • Michael Jordan was cut from his high school basketball team.
    • Einstein’s Ph.D. dissertation was rejected as irrelevant and fanciful.
    • Western Union rejected the telephone when Alexander Graham Bell offered them the rights of manufacture and distribution. They considered the technology as having too many shortcomings.
    • A newspaper editor fired Walt Disney because he had no good ideas. He later suffered through a bankruptcy and breakdown.
    • Steven Spielberg dropped out of high school.
    • Milton Hershey experienced bankruptcy in his pursuit as the “chocolate king.”
    • H.J. Heinz saw his newborn company forced into liquidation.

    The lesson here is that NONE of these people let a little thing like failure stop them from achieving their goal. Even the greatest failed a few times on the way up. The difference is that after they fell, they got up, dusted themselves off and kept going … they never stopped.

    Remember … Thomas Edison once remarked, ” I haven’t failed ten thousand times. I have successfully discovered ten thousand ways that didn’t work.”

    About the Author: Mrs. Giovanni is a two-time award-winning author, motivational speaker and the world’s leading concierge trainer and consultant. She has been training concierge from all over the world since 1998.

    To see what classes and consulting she offers, please visit her websites at and

    Mrs. Giovanni is the founder of both the International Concierge and Lifestyle Management Association (ICLMA) and Triangle International as well as the author of several business and motivational books.

  • 23 Jun 2014 1:34 PM | Katharine C. Giovanni, CCS (Administrator)

    I posted this on the National Speaker Association board a while back and thought ya’ll might like to read the tips. You never know when you’ll have to get up and speak to a group about your business! Enjoy…

  • 14 May 2014 12:42 PM | Katharine C. Giovanni, CCS (Administrator)

    A great article about using LinkedIn
  • 07 May 2014 4:57 PM | Katharine C. Giovanni, CCS (Administrator)

    I recently blogged about the most important words in the business world ... especially the CONCIERGE business world ...

    (Just cut/paste the above link into your browser)

    Have a great week!

  • 19 Mar 2014 3:15 PM | Katharine C. Giovanni, CCS (Administrator)


    By Katharine C. Giovanni, CCS

    Here it is in a nutshell … with all due respect … if you post a logo on your website that states you are a member of an association, Chamber of Commerce, Better Business Bureau, or the like, then it goes without saying here that you probably should be an actual member.


    You are misleading your potential clients by telling them you are a member of an organization when you are not.

    I’ve been doing some research for a new edition of one of my books, and have been visiting people’s websites to see what new changes and trends are out there. While on a website, I often click on the logo they display to see if they are a member, or to find out more about the company.

    Imagine my surprise when I discovered many websites I visited are misleading people!!!

    Here’s what happened when I clicked on the logo they displayed …

    • It lead me nowhere. Literally. The association was no longer in business.
    • It lead me to an association, but their logo had changed.
    • It lead me to a company, but when I searched their online directory I didn’t find them

    “Well, while I agree with you Katharine, no one really checks these things, so it doesn’t matter”


    If I am going to hire you to do something for me, I guarantee you I’ll visit your website and will check on your credentials. Call me crazy, but I actually prefer working with companies who are actual members of chambers and associations, and who have taken the time (and money) to be professionally trained. If I find out that you are misleading me, then I’ll simply go to a competitor who actually DOES have these credentials.

    The sad thing here is that you won’t know it happened!!!

    So you’re losing hundreds (or thousands) of dollars from a potential client who quietly scrolled to another company when they discovered that the links and logos (your credentials) on your website were false. It doesn’t matter if you simply “forgot” to update it … the result is the same. They will hire your competition.

    If you are telling people that you are honest and ethical and will do a great job for them, then I highly recommend that you be honest and ethical on your website. If you are NOT planning on renewing your dues with an organization, that’s fine, then simply remove the logo!

    So let me get this straight … you want me to hire you because you have an awesome service or product, but you won’t tell me your name or what experience you have, and you’re telling me that you belong to associations when you don’t. Some of you don’t even tell me what city you are located in!!!!

    Would YOU hire them?

    Exactly my point.

    Here’s another quick tip … I also read people’s bio’s and “about us” pages, and what I found wasn’t pretty. While most had the page on their site, many gave me very general information about their company. They didn’t tell me what the owner’s name was, nor did they post what actual experience they had. I highly recommend you post your name, title, and a brief biography that tells me why I should hire you.

    Until next time!

    Katharine Giovanni

    About the Author: Katharine is an award-winning author, motivational speaker and the world’s leading concierge trainer and consultant. She is the founder of both Triangle International and the International Concierge and Lifestyle Management Association (ICLMA) as well as the author of several business and motivational books. Visit her websites at and

    copyright © 2014 by Katharine C. Giovanni

  • 23 Jan 2014 1:31 PM | Katharine C. Giovanni, CCS (Administrator)
    Want more exposure for your business? Advertise in ICLMA's classified!!!! Our directory is the MOST POPULAR on the internet ... so catch the public's eye and attract more clients!!!!
  • 23 Jan 2014 1:22 PM | Katharine C. Giovanni, CCS (Administrator)

    Slow Down!

    by Katharine C. Giovanni, CCS

    I received a voice mail from a client the other day, and she said her name and phone number so fast that I had to listen to it three times before I could get the number!  Later, I received yet another voice mail and he must have been on his cell phone because the line cracked right when he was saying his name and number. Luckily I had called this particular client before so I was able to reach him.

    In light of this, I thought I would offer you all a few telephone tips …

    1. Please say your name and phone number twice!  First at the beginning, and then again at the very end. Please do not assume that the person you are calling can recognize your voice!  They may, and then again they may not. I’ve received dozens of calls where the caller just starts speaking and never tells me who they are.
    2. Speak slowly … this is not a race!  I know you’ve memorized your number and can rattle it off fast, but that doesn’t help me when I have to listen to the message a few times before I can get the number.  Plus, if you left me a long message and gave the phone number at the end then I have to listen to that long message over and over again!  Can’t tell you how annoying that is.
    3. If you don’t hear back from the person within a reasonable amount of time, let’s say 24 to 48 hours, then call them back. It could be that they couldn’t understand your voice mail and were unable to return the call.
    4. Return all telephone calls and emails within 24 hours or less!  Good customer service is the number one way to grow your business.

    Until next time everyone!


    About the Author:  Katharine Giovanni is a two-time award-winning author, motivational speaker and the world’s leading concierge trainer and consultant. She is the founder of both Triangle International and ICLMA as well as the author of several business and motivational books. Please visit her websites at; and


  • 13 Dec 2013 12:42 PM | Katharine C. Giovanni, CCS (Administrator)

    I had the dubious pleasure this week of visiting a big department store two days in a row.

    The first day, I parked in a space and noticed that the parking lot was full. As I got out of the car, I sighed because I knew what I would find inside. Stressed out people living in their “all about me” world.

    As I walked around the store, I was amazed at how rude people were. By the time I was finished shopping, I was mentally and physically exhausted.

    On the second day, I pulled into the parking lot and decided that I would test a theory of mine, so I mentally decided that today I was going to see helpful and nice people all around the store. I EXPECTED to have a positive experience!

    Guess what?

    That’s exactly what happened. I saw friendly people with smiles on their faces, sales people willing to help, and children smiling. Of course, I ran into the occasional grumpy person but all in all it was a MUCH better experience than the day before.

    The moral?  For the most part, in business and life, you will see exactly what you EXPECT to see. If you EXPECT to see stressed, angry and negative people that’s what you’re going to find. So when you shop this year, go out into the world expecting to find positivity and peace!

    With that being said … let’s do a reality check here.

    With the joys of the holidays comes the stress. Stress from family, shopping, holiday parties, and on and on it goes. There just isn't enough time in the day! It’s going to happen. You’re going to have an off moment or day. It’s ok to not be ok!  Just don’t stay there too long.

    So ... here are three tips that might help you not be as frantic this year ...

    1.  Don’t stress out about what you don’t have.

    Be thankful for what you do have!  One of the things that I do during the holidays is I make a gratitude list. A little list of things I am grateful for. It’s amazing how great it will make you feel. Focus on the positive parts of your life!  Focus on what you do have!!

    2.  Remember to keep it simple! 

    Don’t overbook yourself. You don’t have to attend every party and buy presents for all your neighbors. However, if you're reading this and thinking "actually, yes I do" then try and keep it as simple as possible. It's the KISS method ... Keep It Simple Stupid        ;-)

    3.  Have a good sense of humor!!!

    Long lines at the mall, strange relatives you only see once a year … all things that might set off your stress button. Try and keep a good sense of humor about it all. Laugh about it!!! You know Aunt Martha is coming, you know how she’s going to behave … laugh!!!  Then when you see her in person, give her a great big bear hug and a smile. At the very least her reaction will make you roar with laughter!!!

    Have a happy, healthy and wonderful holiday everyone!!


    Katharine is a two-time award-winning author, motivational speaker and the world’s leading concierge trainer and consultant. She is the founder of both Triangle International and the International Concierge and Lifestyle Management Association (ICLMA) as well as the author of several business and motivational books. You can visit her at her websites: and

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