ABOUT TOAST OF LUXURY
Luxury is often measured by amenities, price points, and presentation. But what people remember—what ultimately defines an experience—is how they were treated.
Toast of Luxury was created from a simple belief:
People remember how they felt.
Founded by Dejaye Botkin-Nagie, Toast of Luxury brings together psychology, education, customer experience, and firsthand observation to explore the human side of service.
Through The Psychology of Service™, Dejaye examines the moments that shape an experience—communication, attention, empathy, expectations, perception, emotional intelligence, and the seemingly small interactions that can make someone feel valued or overlooked.
Because exceptional service isn't defined by price. It's defined by experience.
FROM PSYCHOLOGY TO SERVICE
For more than 25 years, Dejaye Botkin-Nagie worked across counseling psychology, education, behavioral health, and private practice, studying and teaching the dynamics that shape human behavior, communication, relationships, and emotional response.
That background eventually led to a different question:
What happens when we apply what we know about human behavior to the way people experience service?
Toast of Luxury grew from that intersection.
Years of experiencing restaurants, hotels, businesses, events, and customer-facing environments revealed recurring patterns. The most memorable experiences were not always the most expensive or elaborate. They were the ones where people anticipated needs, communicated well, solved problems thoughtfully, paid attention, and made the customer feel that they mattered.
Those observations became the foundation for The Psychology of Service™—an approach that looks beyond traditional customer-service scripts to examine why interactions affect people the way they do.
THE CUSTOMER SIDE OF THE DOOR
Every business sees its service from the inside. Toast of Luxury looks at it from the other side of the door—the perspective of the person experiencing it.
That perspective is at the center of Dejaye’s work. Through customer-experience evaluations, secret shopping, consulting, training, speaking engagements, and firsthand hospitality coverage, she examines the moments that influence whether people feel welcomed, understood, valued, or overlooked.
The goal is not perfection. It is awareness.
When businesses understand how their service feels to the people receiving it, they have the opportunity to create experiences that are not only better delivered—but better remembered.
