Earlier this week, Marriott International announced a campaign, called “The Envelope Please” to encourage the tipping of housekeepers. Envelopes will be placed in 160,000 hotel rooms in the U.S. and Canada. The name of the housekeeper who cleans the room will be written on the envelope along with the message:
Earlier this month, I received the infographic below titled Customer Service from the Service Point of View from its creator with a request to provide feedback, which I did. I rarely appreciate articles that are written from the perspective of employees who feel entitled to deliver less than 100 percent—under
I once worked for a manager who was fond of saying, “Every two weeks, you and the company are even.” What he meant was that every pay period, after you were compensated for your previous two weeks of work, the company didn’t owe you anything. I agree with him. Too
Earlier this month during a presentation, a participant posed the following question: “What difference does it make if one customer leaves dissatisfied when there’s a line of customers waiting to take his place?” Having worked in high-volume environments in New York City and Orlando, I’ve detected this sentiment—if not heard
Tipping is a form of recognition—a way for customers to say, “Thank you” to service providers. Tipping, in most settings, is voluntary and left to the customer’s discretion. Even so, many restaurant servers feel entitled to 15 percent or more from every table they wait on. Likewise, bellmen and skycaps
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