Details matter. In fact, they are really the only things that matters. When you boil down the Guest experience it is the total of hundreds of touch points that defines their time in your business. That means that every little thing that touches your Guests can...
Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that is in its last hour of service, but it seems they have already mostly closed for the night. This is frustrating to Guests who come in during those times because their...
Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday. When you look at the hierarchy of excellence, it is much like a pyramid. You really can’t get to the pinnacle...
When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their...
