The guest experience is the new marketing norm for today’s consumer. In 2010, 36% of companies expected to compete mostly on customer experience but in 2016 89% of companies expect to compete mostly on the guest experience. In today’s modern world where social media feedback sites and online communities significantly influence customer spending, the experience you…
Building High-Performance Teams
November 12, 2016 by
There are many groups of people who work at a company in the same department, on the same shifts, with the same people, and they function as a work group. As a leader and manager, you can take a work group and mold them into high performance teams. There are four common elements in high…
The Power of Visualization
October 21, 2016 by
The goal of visualization is to create images in your mind of what you want to be able to do and mentally practice them over and over again. This might sound crazy to you, but research has shown us that the technique of visualization is just as effective in creating an auto-pilot routine as actually…
The Cost of a Negative Guest Experience
October 13, 2016 by
The cost of a negative customer or guest service experience can be staggering to a business. According to an American Express survey in 2011, 78% of customers who are involved in a transaction and have a negative service experience will stop the transaction and walk away without making a purchase, 58% of guests who have…
Time Stacking
May 17, 2016 by
I believe that hospitality and technology are a modern day oxymoron. There is truly nothing hospitable about modern day technology. Think about it, how often have you walked down a corridor or hallway and almost bumped into somebody that wasn’t paying attention because they were on their phone, or how many times have you been…
Our Perception of the Job We Do
May 12, 2016 by
I always tell my team that perception is reality. If a guest has a great experience or a bad experience, that is their perception, and that is their reality. I also tell my team members that my perception of the job I do is the least important perception there is. If I think I’m really…
Superlative Leadership
May 3, 2016 by
There is an old saying that a manager lights a fire under people, but a leader lights a fire in people. I’ve learned a long time ago that there are three traits of a great leader. The first is passion. A great leader has passion for what they do. They have excitement every day they come…
The Only Thing Consistent in the World is Change
April 27, 2016 by
Change is inevitable yet we innately, as humans, hate and push back to it whenever possible. The reason we do this is because change typically takes us out of our comfort zone. I learned this first hand when I was 19 years old and I was a fry cook at a restaurant called Chan’s…
A Customers Lifetime Value
April 21, 2016 by
When I do training, I tell all of my audience that when you’re in the service industry and whenever you have a team member that is face forwarding a guest they have an unbelievable effect on that guest’s lifetime value. If you think about it, any consumer that comes into a place of business, whether…
