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. ...
