Great leaders ask great questions. Leaders with tremendous legacies inspire everyone to ask questions. So often in organizations people lack the basic curiosity needed to find greatness. They settle for answers that feed their agendas, their egos, or both. ...
As the calendar turns to Fall, and the holiday season is right around the corner, it is time for a Customer service gut check. Service is bad out there, folks. There is a divide in the service landscape and it runs the gamut from amazing to disappointing. Like most...
Well trained team members give the very best Guest service. Too often when you have a sub-par service you can likely look across the counter and deduce that the person serving you is new or under-trained – or both. Businesses have been slow to embrace that...
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...
