by jamie | May 8, 2017 | Anticipating Needs, Personalized Service
The art of making a customer feel as if they are the only one you are serving can be a challenge for customer-facing employees. It is easiest to provide personalized service when a repeat customer has shown certain preferences or displayed distinct...
by jamie | Mar 29, 2017 | Anticipating Needs, Moment of Truth, Service recovery
My husband and I checked-in to the Hotel Monaco last month for a stay-cation. Well, not exactly. We were in the middle of a kitchen renovation and had to exit our home for the week while spray foam insulation was being administered. Soon after...
by jamie | Dec 16, 2016 | Anticipating Needs, Personalized Service
Earlier this month I spent a long weekend in Nashville, TN and it was my first exposure to traditional southern hospitality as an adult. Boy, was I impressed! Uber drivers, museum guides, restaurant hostesses and even our Martin’s BBQ Joint cashier all...
by jamie | Dec 22, 2015 | Customer Service Carol
Happy Holidays!As many industries begin to slow down for a relaxing end to 2015, front line employees at hotels, residences, hospitals, private clubs, restaurants, catering companies and senior care facilities will be at work, around the clock, making sure the...
by jamie | Oct 21, 2015 | Under promise over deliver
Twenty-three impressive upper classmen, majoring in hospitality management, are now enrolled in my special topics course on Hotel Customer Service at Drexel University. Since service creates a competitive advantage, I asked them, “What...
