by jamie | Sep 17, 2015 | Anticipating Needs, Personalized Service
One of the world’s biggest VIPs, Pope Francis, is coming to Philadelphia next week and our city is ready to roll out the red carpet. And although public figures of this magnitude do require special attention, aren’t all guests entitled to VIP...
by jamie | Aug 18, 2015 | Moment of Truth, Personalized Service
One of the best and worst parts of my job is that I can work from anywhere. Conducting field research while traveling is a true perk but it also means I can’t turn away from service oversights. On a recent hotel stay at a 4-Diamond resort in Asheville, NC,...
by jamie | Jul 6, 2015 | Customer Experience, Moment of Truth, Service recovery
I love going out to eat, especially when it’s somewhere new. Throw in an award winning chef and a memorable ambiance and you have a recipe for success.Well, not exactly.Service is a key ingredient, too. I am much more likely to return to a restaurant with...
by jamie | Jun 3, 2015 | Culture Shift, Customer Experience
The word concierge has long been synonymous with white glove service. However, I’d like to argue that many businesses are putting too much emphasis on the word itself and not on the actions of its staff. Over the last decade the profession has expanded...
by jamie | Apr 21, 2015 | Culture Shift, Employee Engagement, Empowerment
I love sharing my wisdom on service excellence and on the importance for management to motivate and train front line staff. Over the last month, I have been facilitating interactive training seminars all over the region, to rooms full of executives, managers and...
