Communication (or lack thereof) is one of the most mentioned items in a majority of employee engagement surveys. I’ll grant you that this is often the catch phrase of the disgruntled employee, but that doesn’t mean that it isn’t true. Taking the...
When you ask most businesses what is most important to them, many will come right back with SAFETY. Of course, that’s the responsible answer. That’s the answer most feel they are supposed to give. It’s the answer that says. . .profit? No, not us....
So it’s clear that delivering great service, mastering the details, and delivering on the promise of a great experience is crucial to success. That said, there is a wide margin between what we all know to be the right thing to do and actually executing on those values...
Customers are prone to snap judgments. They make decisions very quickly when it comes to how they perceive your business and the service you provide. With that in mind, it is critical that each and every part of the customer experience is managed and tweaked to show...
For those of you who know me, you’re probably surprised it took me this long to post a chapter dedicated to Disney. The truth is that I was waiting for my visit this week and inspiration hit me as I walked back into my hotel from a night at Hollywood Studios....
