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 | 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 | 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. ...
