Mastering the Simplicity of Perspective
It’s a tongue-in-cheek question & answer that you’ve no doubt heard before: “How do you know when you’ve created a Wow! experience?” “When your customer says “Wow!” Perfect in its simplicity, the witticism stops short of implying a more in-depth, complex perspective: Memorable moments generate from a shared emotional experience, one in which expectations have … Continue reading Serving From The Right Side Of “Wow!”
It had been such a pleasant interaction up to that point. A subtle nod from the Front Desk agent indicated she was ready to receive the next guest, whom I escorted to within arm’s reach of the desk and wished a memorable stay. When the agent retreated to the back office and returned carrying a … Continue reading Surviving Shattered Expectations
It was far from my finest moment. Rather, my behavior from that Sunday in question better resembled the coyote falling into a never-ending chasm, ultimately crashing next to a hastily constructed and freshly painted wooden sign that read “Welcome to Rock Bottom.” While memories from that singular moment continue to define a since unparalleled level … Continue reading Remembering What Matters Most
I’m here to tell you, there’s gonna be days like these . . . strange days indeed . . . most peculiar. As a leader, human resource professional, and Director of Learning & Development, I cannot begin to recount the number of times I have heard the phrase, “Nobody told me?!” It’s either accompanied by … Continue reading Service Secret #9: Nobody Told You? (There’d Be Days Like These)
Google “leadership” and you’ll be welcomed to peruse 2.9 trillion results. Narrow your search to “leadership styles” and you’ll find everything from autocratic to servant, breakthrough to resilient, affiliative to transactional, and plenty of others in between. There’s a lot of information to choose from. Many styles feature an accompanying model, such as a pyramid, … Continue reading Why Every Leader Should Begin With “At Your Service”
Coulda, woulda, and shoulda. Three words formed from the informal shortening of could have, would have, and should have, that dismiss the regret or worry about a previous experience. Appropriate since using them during service recovery will likely mean your customer is history. Less grammar lesson and more transformative mindset, the presence of these modal … Continue reading Three Words Considered Toxic To Your Service Recovery Model
A Signature Moment begins with creating heartfelt experiences, then adding unforgettable touches that transform ordinary memories into the enduring legacy of your brand. The proactive use of scent to enhance these moments has incredible influence on how details from an experience linger as indelible impressions over time. Witness the emotional connection of an alluring aroma: … Continue reading 3 Ways We Use Scent To Signify A Signature Moment
Rumor has it the bride shed tears when she first saw her wedding cake. Unfortunately . . . they were not tiers of joy. The outcome emphasized the importance of understanding what matters most to your client, unique expectations that accompany the choice of your product or service. When blended seamlessly with your talents and … Continue reading Four Tiers Reveal An Unspoken Promise To Exceed The Expected
8:22AM (EST), June 2, 2020 . . . The time and date are noted in my sketchbook. I had sent my share of high-level emails and correspondence over time, but nothing compared to the emotion of that moment. Coffee was brewed well before 6:00am, and I had spent the better part of two hours reviewing … Continue reading Five Reasons To Celebrate A Remarkable Year Of Chatter
“The customer is always right.” With five simple words, the great Cesar Ritz transformed the world of hospitality, bypassing subtlety in declaring the guest as the centre point about which everything else would move. Further encouragement to “be attentive without being servile” and “anticipate without being presumptuous” solidified Cesar’s legacy as a luxury hotelier and … Continue reading Four Reasons To Reconsider The Heartbeat Of A Legacy