Navigating the weeds
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour
August 18, 2009
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Function vs. Essence
Several years ago, I was out to dinner in Orlando with a colleague. At the time, she was the director of training at a large
July 26, 2009
Have you had your daily dose of Vitamin H – Humor?
Patient: Does an apple a day really keep the doctor away? Doctor: If you aim it well enough. Throughout history, humor has been recognized for
May 18, 2009
Compliments are like verbal sunshine!
Have you ever missed an opportunity to provide a compliment? Perhaps viewing it as optional? I have. And when I do, it’s usually my wife
April 21, 2009
For Twitter, popularity is a double-edged sword
Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their
April 19, 2009
The healing power of sensory experiences
I was reading the book Revolutionize Your Customer Experience by Colin Shaw and came across the following excerpt from Duane Francis, CEO, Mid-Columbia Medical Center,
April 15, 2009
Because of You, my limo ride was memorable!
I had worked a full day in Washington, D.C. and then flew to Detroit for a presentation the following morning. I arrived late at the
March 22, 2009
Conveying authentic enthusiasm leaves an impression
Conveying authentic enthusiasm that adds a bit of a spark to an otherwise predictable transaction is an effective way for employees to express their uniqueness
March 12, 2009
Communicating personal importance reinforces positive memories
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the
March 9, 2009
