Game Changers Unite!

Do you want to lead your team to be Game Changers? How is this even possible with the current (seemingly) saturation of divisiveness, anger, mistrust, and fear that seems to be pervading our society now? How can your team make a splash that will change the tide in society? It’s…

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Are you wanting to be a game changer?

It’s obvious there is a disconnect with people. It’s obvious there is strife, distrust, anger, and unwarranted judgment. You simply have to turn on the news to hear about the bombing between religious extremist groups, the school shooting that came “out of nowhere”, the home-grown terrorist that rammed a vehicle…

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What we’re teaching about customer interactions is wrong.

The things we teach and train regarding Customer Service and Customer Experience are missing the point. Customer Service/Customer Experience are not just: Taking your money Giving you a product or service A transaction Customer Experience is much more noble then that. It’s much more serious and impactful. We’ve GOT to…

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Do you need a pick-me-up after a busy season?

Busy summer? Feeling drained? Staff bedraggled? Feeling unmotivated? Is someone about to get on your last nerve? Normal. Completely normal. I found myself feeling this way after a tremendously busy summer season filled with weddings and many hotel guests. Between training up new employees, supporting them, and working to exceed…

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How to Knock Customer Service out of the Park

We’ve all experienced it. Mediocre Service. Poor Service. Stellar Service. Small business owners need every possible advantage. A poor review can be crippling. In contrast, you can reap tremendous rewards from a customer  whom you’ve really impressed (especially after a screw up). Keep on reading for a strategy to train…

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