Category Archives: Communication

Guest Service: DON’T CALL ME SWEETIE!

“Happy New Year ‘Sweetie’! What can I get you?” “Hey ‘Honey’, let me help you with that?” “Let me put you on hold, ‘Doll’, while I check for you.” Aaaaggghhh! I don’t know these people?!!! Do they think they know … Continue reading

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Service by Mail: Define the Promise and Deliver It!

Promises. President George Washington, whose birthday we just celebrated in February, said “Undertake not what you cannot perform, but be careful to keep your promise.” Easy to say, hard to do. Even easier to write and then turn over to … Continue reading

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Insensitive Words Can Create Sensitive Guests

Sticks and Stones may break my bones but words will never hurt me – unless the words hurt my experience and make me mad. The first part of this classic phrase, usually introduced to young children, teaches us to be … Continue reading

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Lip service vs. guest service

Saturday is my day to recover from a busy week. I was ambitious recently and scheduled a full day to get my rest in one of Fort Lauderdale’s newer full-service dayspas. On the agenda: a manicure and pedicure.When I called … Continue reading

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Was that a lilt in your voice?

[mepr-active membership=”1156″] High notes, low notes, coughs, gulps, groans and deep sighs, boredom, rudeness,reticence, enthusiasm, frustration — wait a minute, back up — enthusiasm in a phone call? I was prepared for most of the above but not enthusiasm, especially … Continue reading

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