Training is absolutely the key to it all. When you receive an amazing experience and quality service, you have training to thank. Sure process and a great product are key, but there is no substitute for training. The price of training is high – but...
Hassles and inconveniences are not only dissatisfiers for your Guests, but for your team as well. When employees have to work too hard to do their jobs they tend to give up. They tend to get frustrated. Then they tend to take that out on their Guests....
Great leadership is important. A fantastic product is crucial. Organizational objectives are great. But without a great front line team you will never win. That is because the front line team is the key to driving fantastic Guest experiences. But we all know...
I do love the idea of making New Year’s resolutions. Every year I thoroughly consider what my biggest goals will be for the coming year and then I attack them. If you are going to have more success with your resolutions than those who abandon the Gym...
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...
