Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
Earlier today, I stopped by one of those cookie specialty stores to pick up an order of one dozen cookies that had been decorated as pineapples. (In case you’re wondering, the pineapple serves as a symbol of hospitality and warm welcome.) As I’m preparing to pay, the clerk said, “So
I met with a colleague this morning who shared a great story to underscore the importance of reinforcing trust with customers. Trust is a two-way street: customers have to trust the companies with whom they do business and companies have to trust the customers they serve. If customers don’t trust
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how expressing genuine interest in customers translates into increased customer satisfaction and—ultimately—sales! “About 3 years ago we bought two Jeeps. A Grand Cherokee for myself and
For my 40th birthday, my wife and I traveled to Las Vegas where we met up with several other couples to hang out by the pool, see a show, and play a little Blackjack. My wife had made reservations at Caesars Palace which, ironically, was also celebrating its 40th year
A good friend of mine, Shawn, travels nearly every week with his job as a regional sales manager for a large technology company. Shawn is a member of United Airline’s Mileage Plus frequent flyer program and recently achieved its elite status, 100K (which recognizes 100,000 actual flight miles traveled within
John Fischer, a Culinary Institute of America instructor, in his book At Your Service demystifies the wine and food pairing conundrum, enabling staff to confidently offer suggestions to their guests. Fischer writes, “The amount of knowledge required to be a wine expert is staggering, and impossible to bestow upon every
Research from a leading hotel company shows that a guest who is actively engaged with its brand spends 23 percent more money than one who is only moderately engaged. Actively engaged guests are defined as those guests who have a sense of well-being—confident and secure in their accommodations, feel as
When the automated hotel wake-up call arrives in the morning, what does the message say? In my experience, the message often sounds something like this: “Good morning. Today’s weather forecast calls for partly sunny skies, breezy, with a high temperature of 52 degrees. Thank you for choosing the XYZ hotel.”
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