Colin Cowie - The Gold Standard: Giving Your Customers What They Didnt Know They Wanted

Colin Cowies events are the gold standard for creating unforgettable experiences. His relentless pursuit of excellence sets him apart in the customer service industry. Following his advice, you will impress your customers and keep them coming back for more.

Susan Dell,
Philanthropist, MSD Capital

In todays world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowies mastery of service excellence is unsurpassed and can be applied in virtually any industry. This is a guidebook to success, as he shares all of his secrets to creating happy and loyal customers in a compelling how to anecdotal style

Cindy Novotny,
Radical Mentor, Master Connection Associates

In Colin Cowies enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didnt know they wanted. Thats the ultimate in proactive service.

Jackie and David Simon,
Chairman and CEO, Simon Property Group

Colin Cowies engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonalds fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, its the best first-person analysis Ive read on the topic of customer service. Its an enjoyable read with unforgettable practical advice you can put into use immediately.

Ken Blanchard,
The Ken Blanchard Companies, Coauthor of
bestsellers The New One Minute Manager and Raving Fans

Lets face it, at some level were all in the service business, regardless of our profession. If you are looking for a way to get the most positive reaction to whatever you do, get The Gold Standard. Colin Cowies stories and practical advice will help you remove the bumps you dont see now on your road to success.

Ryan Seacrest,
Emmy Awardwinning Television Host and Producer

Excellent customer service begins long before the customer walks in the door. Its created, planned, and organized, with each step thought through in a way that your customer is sure to enjoya seamless, unsurpassed experience that theyll want to repeat, over and over again. In his book, Colin Cowie tells you how you can create your version of The Gold Standard.

Jean-Georges Vongerichten,
Chef, Bestselling Cookbook Author,
and Television Personality

Colin Cowie is a master at creating unforgettable experiences. His latest book is a must-read for all those seeking new ways to elevate their services, delight their customers, and build lasting relationships.

Pauline Brown,
Former Chair, LVMH North America,
and Author of Aesthetic Intelligence

I truly believe Colin Cowies The Gold Standard is more timely than ever, as businesses look to engage with the shifting needs of their guests. A copy of this powerful book in the hands of the people who work with you can elevate the experience of everyone involved and undoubtedly increase the size of your audience.

Radha Arora,
President, Rosewood Hotels & Resorts

Colin Cowie is the epitome of The Gold Standard. As a hospitalitarian at some of the finest luxury hotels, clubs, and real estate developments globally, I have looked to Colin to help me transform my teams to ensure a memorable guest experience for all! Thank you, Colin, for your fabulous and visionary leadership.

John Carlton Tolbert,
SVP, Blackstone Real Estate Hotels & Resorts,
and Founder, Revelation Consultancy

Incredible nuggets of wisdom. Nothing teaches like experience, and the insight that Colin Cowie shares in The Gold Standard is a must-read. Inspirational and energizing for those who aspire to deliver the absolute finest in customer service.

Alan Fuerstman,
Founder, Chairman, and CEO,
Montage International

What I enjoy most about restaurant life is the sense that I am inviting the world to dinner. There is a rarefied thrill in surpassing our guests high expectationsevery day, year in and year out! If your goal is consistent excellence, Colin Cowies The Gold Standard offers you far more than you expect. Everyone who works with me is going to have a copy!

ric Ripert,
Chef and Owner, Le Bernardin, Bestselling
Cookbook Author, and Television Personality

To Gertrude Kleszczewski

For your twenty-five extraordinary years of unwavering

service and being the inspiration for this book.

2021 Colin Cowie

All rights reserved. No portion of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any meanselectronic, mechanical, photocopy, recording, scanning, or otherexcept for brief quotations in critical reviews or articles, without the prior written permission of the publisher.

Published by HarperCollins Leadership, an imprint of HarperCollins Focus LLC.

Any internet addresses, phone numbers, or company or product information printed in this book are offered as a resource and are not intended in any way to be or to imply an endorsement by HarperCollins Leadership, nor does HarperCollins Leadership vouch for the existence, content, or services of these sites, phone numbers, companies, or products beyond the life of this book.

ISBN 978-1-4002-2404-3 (eBook)

ISBN 978-1-4002-2400-5 (HC)

Epub Edition June 2021 9781400224043

Library of Congress Control Number: 2021938576

Printed in the United States of America

21 22 23 24 25 LSC 10 9 8 7 6 5 4 3 2 1

I arrived in Los Angeles in the mid-eighties from South Africa with little money, a well-cut suit, and a suntan. That my life journey was going to be so exciting or rewarding was something I was yet to discover. Early on I learned how important it was to dream big. Once committed to the mind, almost any idea is possible. Over the course of my career, Ive designed fabulous parties and worked with the worlds biggest celebrities, royalty, and captains of industry. Ive written books and designed tableware, furniture, and giftware. I have appeared on national network morning shows teaching people how to live and entertain with style and elegance. Ive racked up fifteen million miles traveling the globe in search of the finest examples of experiences, services, and products for my clients.

Although I have lived the ultimate American Dream, it hasnt always been smooth sailing. I weathered many storms in my personal and business lives and each time came out stronger. Ive learned that failure, adversity, and vulnerability are opportunities to learn and create a better version of yourself. And because I have a team of people who rely on me, failure has never been an option. Ive always found a way to pivot and find a new path.

Who knew how COVID was going to affect the world? I certainly didnt. On February 22, 2020, I married Danny Peuscovich in South Africa. We didnt know our wedding was going to be the last glamorous bash before the world shut down. We came back to New York to lockdown. In early March, I optimistically told my staff that this would go away as quickly as it came. Soon I realized I was wrong. I always thrived when challenged, but this was a challenge to me on every level.

For many years I had wanted to focus on the hospitality sector of the market. This was my golden opportunity; now I had the time to figure out how to make that ambition a reality. While I remained committed to my event design and production company, I watched all our income for 2020 move to 2021 and 2022. So, I pulled my team together and six weeks later, I launched something new: Thrive Hospitality. Six weeks afterward, I had an office, a new home in Miami, and my first signed contract as creative director for a luxury beach resort.