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 group just arrived at your hotel or restaurant, or you’re short-staffed due to job vacancies, call-offs, or lean scheduling, and a line is forming… In
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 resort and convention hotel located near Disney World. Her hotel competed for group business head to head with Disney’s own hotels. If you have experienced
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 its healing qualities. The proverb proclaims what modern science has confirmed: “A merry heart doeth good like medicine.” Medieval professor of surgery, Henri de Mondeville,
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 who points it out. Maybe I’ve overlooked her new haircut or the way she keeps a household of six on track. It’s easy to become
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 followers (those minions who opted to follow updates from the sender). These updates are limited to no more than 140 characters in length. Tweets can
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, The Dalles, OR: “We want to create a non-institutional environment where patients can feel more like individuals and valued as a whole human being, rather
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 airport in Detroit and as I exited the terminal with my bags at around midnight, was confronted by a number of aggressive limo drivers. I
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 while making it memorable for customers. Stephen Covey, author of The Seven Habits of Highly Effective People, says that, “Any job is twenty percent knowledge
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 notion that anyone should be treated any differently than anyone else. Some see acknowledging one’s personal importance or “Elite” status as favoritism. Others see it
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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