by Tony Johnson | Nov 3, 2018 | Customer Experience
My grandmother used to tell me that if I was talking, I wasn’t learning anything. That’s sage advice because much of what is wrong with service and leadership have to do with a lack of listening to understand. That typically is applied to instances...
by Tony Johnson | Jun 4, 2017 | Customer Experience
Guests will get frustrated. They will complain at some point about lackluster service or products. They will end up speaking to you or your team about why they are upset and what they want to make up for it. And sometimes they are even right. The one thing...
by Tony Johnson | Mar 12, 2017 | Customer Experience, Leadership
When it comes to building loyalty with your Guests any number of things can have an impact every single day. There are 321 things that have to be right in any business to make Guests happy and any one of them can be a reason why Customers stay with you or dump you for...