Tools You Can Use!
Below is a set of tools and articles that you can use to generate enthusiasm for serving your customers!
- Compete FOR customers, not AGAINST them
- Nickel and Diming Kills the Goose
- Serve With Verve!
- Cornell University: The Center for Hospitality Research, June 30, 2009
- The Key to Creating Promoters
- HospitalityNet.org, Mar. 18, 2009
- Net Promoter® Score
- HospitalityNet.org, Dec. 15, 2008
- HSMAI.org News, Nov. 6, 2008
- HSMAI.org News, Oct. 9, 2008
- Service That Sticks!™
- HospitalityNet.org, Sept. 9, 2008
- HospitalityNet.org, July 30, 2008
- Navigating the Weeds
- HSMAI.org News, July 10, 2008
- HospitalityNet.org, June 25, 2008
- Memorable Service
- 2008 Industry Leaders Survey Results
- Hotel & Motel Management, Mar. 17, 2008
- Gracious Greetings
- Unique Knowledge
- Provocative Question Opening
- 2007 Survey: Executive Overview
- 2007 Industry Leaders Survey Results
- The Commitment Quadrant
- Characteristics of Adult Learning
- Rotating Dialogue Closing Activity
- Experiential Learning Cycle
- Gallery and Marketplace Activity
- Focused Open-ended Questions
- The Fishbowl Role-play