The 3 Ps of purpose-driven customer service (Part 2)
Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can
April 5, 2023
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The 3 Ps of purpose-driven customer service (Part 1)
Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles.
March 31, 2023
Three Truths of Exceptional Customer Service
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a
December 31, 2019
Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
The limitations of virtual-reality training
In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled
July 3, 2019
The Commitment Quadrant
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment
November 5, 2018
Virtual Reality: Translating Virtual Lessons Into Real Performance
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals
October 15, 2017
Assuage the pain
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
August 2, 2017
Continue The Journey To Extraordinary…
For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d
August 8, 2016
