This week, I’ll be sharing a series of blog posts related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. For openers, I learned that hospitality is a zero-disappointment industry. If a customer engages in 10 experiences and you exceed expectations on nine
Last week, I delivered customer service training to the staff of a New Orleans hotel. During a table group activity midway through the class, a participant suggested providing complimentary coffee in the lobby each morning as a way to pleasantly surprise hotel guests. In response to his suggestion, I overheard
Is there an organization that comes to mind when I ask you to consider a predictably poor customer service provider? By this I mean a company or entity you dread returning to because you’ve been consistently disappointed with previous customer service experiences. When I pose this question to audiences, I
The Revelation Conversation is Here!
