Customer Service week begins Monday, October 1st. It’s a chance to celebrate those who serve and their impact on the Guest experience. This is particularly relevant in our experience economy. How organizations treat their teams directly impacts how they will...
Your Guest’s experience is dictated by how well (or not) your team is motivated to treat them. After all, your team on the ground is most responsible for serving your Guests. They are your ambassadors. They ARE your brand to those who are visiting...
I love the holidays. I love that time between Thanksgiving and New Year’s Day when things seem to slow down a little. When folks seem to smile a little easier and everyone is just a little bit nicer. This is a magical time of year, and for me, it is a...
Sometimes your Customer service is just plain bad and you have to deal with it. I can remember taking over a piece of business in a large metro area many years ago. This was one of those struggling locations we have all encountered – some call them...
When I got my first job out of college, I was lucky to land at a small private college in Southern Indiana. I was full of vim and vitality (and student loan debt) – and couldn’t wait to get my career started. I had accepted a job outside of my degree for the...
