The Night Your Guest Started Keeping Score
Your Guest does not leave when the relationship runs out. He starts appraising you the moment he realizes the operation is withdrawing more than it deposits. That is Disearned Trust.
Be As Unreasonable At Your Band As Guidara Was At His
Guidara stated the principle. My framework adopts and extends it. You do not stop engineering the magic. You engineer it inside your own brand architecture. Here is the composition physics that makes it executable at any band.
How would you define excellent customer service?
I don’t. The Guest does. Or the Customer does. That’s the entire point. YOU don’t define how well you treat me. I do. The customer. Because it’s MY needs, wants and desires that I’m interested in having satisfied. Business people...
How Do You Build Volume?
An age old question in Hospitality is still, "How do you build volume?"
The Problem With Transactional Thinking
Bain & Co. recently pushed this out.
The Difference Between Service & Hospitality
Being technically proficient is an important fundamental to master but the degree of hospitality necessary to add meaningfully differentiated value is much, much higher.
