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...
Thanksgiving is the most unassuming of holidays. It heralds in the holiday season and a marked uptick in civility and courtesy in the universe. It doesn’t ask anything except for families to gather and spend time together – and indulge their love of pumpkin pie. It...
Why change so slowly? Why wait so long? Why lose so many Guests because your Customer service is lackluster? The quick answer is that you don’t have to! You can deliver great Customer service if you take the time to combine energy, speed, and planning....
