The impact of accretion in hospitality
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby
January 8, 2024
Blog
Read More »
Manage customer perception
Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before
November 29, 2019
The power of the frontline
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
June 21, 2016
More Proof That Perception Matters
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived
April 18, 2016
Take charge of customer perception
I was recently trawling TripAdvisor reviews for a client in the Caribbean when I came across a 3-star (out of a possible 5 stars) review
November 18, 2013
As lines form, be assertive
This is the fifth post in a series that will explore a set of questions I received from participants during a webinar on the topic
October 17, 2013
For better or worse, perception is reality
Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer
April 8, 2013
Unintended consequences
As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s
May 23, 2011
Blind
In 1997 I heard Dr. Chip Bell speak on the topic of customer service. My most vivid memory from his talk was a question he
January 16, 2011
