Horrible Behaviors

Sometimes giving examples of horrible behavior illustrates what we’re trying TO do regarding excellent customer experience. Using negative illustrations in a lighthearted manner in a staff training can help people to reflect and notice if they’re guilty of any of the top five. Top five horrible example behaviors.  Enjoy the…

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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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Night and Day Customer Experiences

Today’s blog is a bit of a rant. I find it so incredibly irritating when customer service is done so completely wrong and people (in this case me) feel like they’re an inconvenience, a criminal, a distraction. It’s a revenue loss for a business that does not have to happen.…

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Empowering Employees to Wow Unhappy Customers

A challenging part of growing a business is to transfer all that’s in the owner’s head – vision, knowledge, etc. – to employees and then train them to act in a manner that supports the business vision. Goals: Grow Our Business Through “Free” Word of Mouth Advertising Give All People…

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How to Build Effective Retreat Business in Shoulder Seasons

We’re heading into the shoulder seasons but your bookings don’t need to drop like a hot potato. The shoulder seasons have a different feel than summer. Marketing, specials, and events can reflect, take advantage of, and fill your guests need for this more relaxing, reflective, or experiential stay. The possibilities…

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Tips for Avoiding the Worst Customer Ever

When we first opened our 18-room boutique hotel we were so excited for business that we said yes to anyone and everyone who wanted to stay! Big mistake. We quickly learned the importance of setting up expectations and serving the customer’s needs, even when that meant recommending alternative lodging. A…

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