Monthly Archives: August 2015
Crew can choose between complaints, compliments
Does it really matter if guests are happy all the time or are complaints just a part of the charter business? Does service, especially exceptional service, count as a decision-making factor for today’s guests? What is the impact, if any, … Continue reading
Steer service through storms from the inside out
As soon as our feet touched Bahamian soil outside the airport gates, our driver greeted us with the warmth and familiarity of an old friend. The first point of contact can be such a mood setter and truly steer any … Continue reading
Clear, dedicated vision needed to see big service picture
Think of service as a giant TV screen and envision the guest or customer as holding the remote control, choosing which channels to watch or to use. As that guest clicks on each button, sometimes they find static, sometimes there … Continue reading
Every contact a pot of gold? Go the extra (s)mile for service
Another boat show. Do you know who your next client will be? Do you know who may refer your next client? Do you know who may give you a positive recommendation, or a negative one? Do you know who may … Continue reading
Be positive to customers, even if your mood isn’t
High notes, low notes, coughs, gulps, groans and deep sighs. Boredom, rudeness, reticence, enthusiasm, frustration …. Wait a minute, back up. Enthusiasm? I was prepared for all of the rest when booking a hotel stay recently, but not enthusiasm. However, … Continue reading
Don’t just be a ‘no’ at all
“No, we don’t have that information in our system.” “No, we cannot retrieve your data and locate your lost item.” “No, we are unable to switch your hospitality suite to the one you confirmed over six months ago, even though … Continue reading
Those who are last can be first
Imagine being in last place – 14th out of 14 for quality, service and cleanliness. Imagine your property secured this unwanted ranking even after a $7 million dollar renovation and a location in one of tourism’s hotbeds. Consider this scenario … Continue reading
How to short-circuit guests’ expectations
Recently, while checking on the status of my telephone bill, after several layers of voice mail greetings and directions, a recorded voice told me someone would be with me “shortly.” Every two to three minutes, the prerecorded voice would return, … Continue reading
Technology Trauma May Cause Guests to Need the ER-Emotional Recovery
Roberta Nedry Please press “1” if you are frustrated, please press “2” if you are annoyed and please press “3” if you just want to SCREAM about technology replacing human resources and decision making!!! According to Professor Stephen Hawking, one … Continue reading
Where Were You When the Lights Went Out?… How to Handle a Hurricane
“Windy weather, windy weather, when the wind blows, we all come together.” The wind really blew in Florida during Hurricanes Charley, Ivan, Frances and Jeanne and this simple children’s rhyme represents how Florida’s hospitality industry responded. Faced with an unusually … Continue reading