by jamie | Mar 22, 2015 | Customer Experience, Empowerment
The best way to create job security is to be able to successfully do everyone’s job around you, even the job of your superiors. Although this “I can do it all” mentality might seem like a threat to other colleagues in the workplace, when it comes to satisfying...
by jamie | Feb 22, 2015 | Customer Experience, Empowerment
Front line employees are the face of any hospitality business, but management is ultimately responsible for establishing and maintaining a high standard of excellence. The only way to achieve successful buy-in and consistent performance from an entire...
by jamie | Jan 17, 2015 | Moment of Truth, Service recovery
Meeting and exceeding the needs of your customers is the single most important task most companies face today. Too frequently the customer walks away dissatisfied, and 89% of customers who experience poor service will never return. I witnessed this...
by jamie | Dec 14, 2014 | Moment of Truth, Personalized Service, Service recovery
It’s a common misbelief that the hospitality industry is a “just say yes” industry. Of course a front line employee should do everything in their power to say yes. However, sometimes a business simply can’t, due to logistical or financial reasons. ...
by jamie | Nov 14, 2014 | Customer Experience, Employee Engagement
While seated around a boardroom table at a recent staff training, I was reminded that great service doesn’t always need to coincide with a luxury offering. I had just showed the group of front line employees a photo of a highly polished doorman wearing...
