by jamie | Jan 28, 2025 | Empowerment, Moment of Truth
Ever since I was a little girl I’ve been captivated by Julie Andrews and The Sound of Music. Coincidentally in the last few weeks when it felt like so many professional doors were closing, I kept searching for an open window, and surprisingly one would...
by jamie | Jun 6, 2024 | Customer Experience, Employee Engagement, Moment of Truth
This month we celebrate National Pineapple Day (6/27) and since a pineapple is the universal symbol of hospitality, I wanted to take a deeper dive into what it really means to be hospitable and the way it makes people feel. The dictionary defines hospitality as: being...
by jamie | Nov 7, 2023 | Empowerment, Moment of Truth
I got to see PINK in concert last month and I was blown away by the production, the technology, the sets, the costume changes. All of it. Most of my previous concert experiences had been with singers who just sang into a microphone. A one trick pony. Not someone who...
by jamie | Oct 17, 2023 | Customer Experience, Moment of Truth, Service recovery
While out to dinner at a full service winery, my family was impressed with the handheld POS system used by the server. · Food/drink orders were entered with a push of a button...
by jamie | Jun 20, 2023 | Customer Experience, Moment of Truth
Imagine a world where you don’t need to be wealthy to experience luxury service. A world where your name was used, where your preferences were known, and everything was offered in a proactive fashion. Regardless of your socio-economic status. Imagine a world...
by jamie | Jun 27, 2022 | Employee Engagement, Moment of Truth, Service recovery
Sometimes you just have to laugh, rather than cry, when a customer interaction doesn’t go as planned. This was the case last month when trying to renew my daughter’s passport. But just because you laugh doesn’t mean it’s funny. An in-person...
