Providing Gourmet Customer Service in a Fast-Food World

In today’s fast-paced, convenience-driven world, most customer experiences are quick, transactional, and forgettable. But what if you could consistently deliver service that feels personalized, intentional, and elevated, no matter your industry?
This engaging and practical session redefines what it means to offer “gourmet” customer service. Spoiler: it’s not about luxury or expense; it’s about care, quality, and attention to detail. Through vivid real-world examples, proven strategies, and a touch of humor, attendees will explore how to:

• Personalize customer interactions in meaningful ways
• Balance speed with empathy and professionalism
• Make the basics feel exceptional through consistency and thoughtfulness
• Stand out by exceeding expectations (without being over the top)
• Avoid coming across as out of touch or insincere

Whether you work in property management, healthcare, legal services, retail, or any other client-facing field, this session will give you actionable tools to make every customer feel valued — and keep them coming back.

____________________________________________________________________________________________________________________

As the Director of Client Relations, Michael leads the client relations & support teams and also
serves on the firm's Executive Team. He joined L&B in December 2013 and spends most days
in the trenches with the Team fielding client emails and phone calls along with working with
corporate leadership for various management clients to provide the best experience for their
teams. His favorite part of his job is engaging with clients either through education or while
traveling for the firm.
Before L&B (and the original Brownlee Law Firm, where Michael started his career in the legal
space), he worked in Communications at the Medical University of South Carolina, where the
most interesting part of the job was hearing patients tell him way more about their issues than
he needed (or wanted) to hear.
Michael was honored to be the recipient of the Charleston Apartment Association's Prestigious
Pineapple Award in 2019, the same year he graduated from the CAA Lead Class. He received
his NAA CAS Certification in October 2020, and in 2021, he was the recipient of the CAA 2020
Supplier of the Year Award. In 2022, he was elected to serve on the Charleston Apartment
Association Board of Directors, where he currently serves as Co-Chair on the Education
Committee.
When not at work, he enjoys spending time with his son, daughter-in-law, and granddaughter,
enjoying anything Disney related, or exploring National Parks and anything brewed with his
amazing wife and partner of 30+ years.