I went to one of his presentations when he came to my area. He ROCKS. It was 3 years ago and to this day, I use what he taught. It works. It really works. But it is work. You can't just half-way to do. In for a penny, in for a pound.I was trained by Don Farrel's company and was a trainer for them - trust me phone and sales skills WORK, the hotels I trained increased conversion rates from 30-70% (we know, we tracked calls before and after) - now keep in mind those were larger hotels with lots of rooms but the principles are the same.