by jamie | May 7, 2024 | Anticipating Needs, Customer Experience
“We’re out of orange juice. Can I get you something else?” – asked our breakfast server at 8am on a Tuesday morning at our full service hotel’s restaurant. I didn’t want cranberry juice or grapefruit juice (their suggested substitutions), and figuring I’d stick my...
by jamie | Nov 7, 2019 | Anticipating Needs, Customer Experience, Employee Engagement
It was a really hot summer. Super hot actually, especially in the city and I found myself patronizing more independent coffee shops since our local Starbucks location had closed its doors. One Sunday afternoon my sister and I decided to head into the new...
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 | 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...
