Exceed Customer Experience Through Intentional Word Choice
We all do it; respond to our servers with a lack-luster, no-eye contact, mumbled, “Thanks” but an interesting thing happened during my sister’s recent visit to Chick-fil-A. She offered her necessary gratitude, but the response was anything but obligatory. With...
Stop hiring people who turn out to be duds!
When delivering exceptional customer experience is paramount to your Premium and Luxury brand, traditional job interview questions are very limiting. Tell me about yourself. What are your strengths and weaknesses? Why are you the best person for the job? Where do you...
The #1 reason your pipeline is “creating” profitability problems
For the past two months, I have been testing Customer Relationship Management (CRM) software for clients in the hospitality industry. After reviewing 150 pipeline models, one thing became crystal clear. The Problem. Your pipeline is missing the most important stage....
