What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You…
Questions From Operators: Employee Engagement
Q: How true is this statement? “Employee Engagement is something all organizations need, but it is tricky to…
Questions From Operators: Social Media
Q: Shouldn’t you use social platforms like TripAdvisor to market your business? A: No. You shouldn’t use a…
The Myth Of Retention
"One of the biggest myths is that we have a retention problem."
Hands-On Or Hands-Off: What Type Of Leader Is Best?
"The “hands-on” approach thinking is one of the most confused and abused phrases in management today."
Bad Employees Or Bad Leadership?
"I’ve never believed in “bad employees."
Different Is Better
"It’s very tempting to see something being done and convince yourself that you could do it a lot better."
9 Reasons Your Guest Experience Is Built To Fail
"Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach."
What Is The Guest Experience?
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
The “Experience As Business” Approach: Howard Behar’s ” People First” Master Class
Operators often scoff at the idea that the product of Hospitality businesses is a "social product" inasmuch as it's not about the food and eating or the bed and sleeping.