Hiring Seasonal Staff

I read recently in my Oregon Stater magazine about an organization at the University that works to impress upon students the importance of gaining skills wherever they are. They were hearing students comment flippantly about their coffee shop jobs (and the like). Comments about their jobs were that they were…

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What are Your Employees Doing??

Do your employees know what their purpose is? Do they know what their job is when someone walks through the door? If they think it’s selling a scone or ringing me up at the cash register they are missing the boat; they haven’t been properly trained. Front-line customer service is…

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Hiring: Part Two

Now that you’ve got your highlighted list from last week, let’s look at the items you did not highlight. These can be the first areas you are ready to hire for. But wait. I sense some reluctance. Are you finding yourself dismissing this exercise? Are you thinking: “gosh, these things…

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Handling Mistakes Like a Boss

We’ll all make them. If you’re in business long enough, stretching and growing, you’ll have multiple opportunities to fix mistakes. Mistakes: I affectionately called them “growth opportunities”. When we were early on in our business growth, I will never forget some words from a guest. They stung. They formed the…

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Year of Yes – Book Review

I’ve got a little different book review for you this time. It’s not so much about business development, marketing, or Customer Experience. It’s a personal story of a successful woman’s seemly simply change and how, in one year, it transformed her personal life and business in extraordinarily profound ways.  It’s…

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Hug Your Customers – Set the Bar, Inspire, and Recharge

Busy? 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 customer…

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