by jamie | Feb 27, 2025 | Customer Experience, Employee Engagement, Moment of Truth
Human nature tells us to avoid long wait times and to seek out opportunities where we can receive quick service. For example, we’re told to: · Avoid a bank on a Friday afternoon · Avoid the...
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...
