Are you discounting your value with the specials you’re running?

When I was needing to increase some winter business for our new boutique hotel, I was lured in by the seductive marketing of Groupon and Living Social. Their promises of promoting our business to a giant platform of people (the visibility alone) caused me to get goosepimples and palpitate! Of…

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Growing Pains and Guilt Trips

Your business is growing. You need to hire and train people to help it grow. You’re worried about “quality control”. Customers and guests say that they love the way YOU do things. So much pressure! Man did I feel guilty when we grew our business enough that I didn’t need…

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Let’s Not Join These Statistics – Could My Experience Have Been at Your Business?

How do we create a consistency with both product and experience in our business? Why is it so important to do so? The answer seems ½ obvious. If we don’t have a consistently great product (like a cinnamon roll), then people won’t return to buy more. . . . moist…

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Enjoying the Humble Pie? Not so much. . .

It happens to all of us. If you’re in business long enough, you’ll experience a big screw up. I’ve had my share of them despite putting into place stellar (ha!) organizational processes to mitigate. Human error – It bites you in the butt every time. How can we navigate out…

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Easy as 1, 2, 3 – Simple as do re mi

How do we begin creating a solid structural foundation providing consistent training for our employees? A foundation that gives them purpose, controls your branding and messaging, a foundation that allows them to ‘listen’ to the customer and be focused on the customer rather than being focused either inwardly or on…

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Hitting the Jackpot

Roll with me here (a pun!). Today, think about your business like a Vegas Casino. It seems upon entering a casino that there’s no way out. I swear, they’re a maze you cannot escape. Maybe the door shifts down through the floor when you enter so if you were to…

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