Category Archives: Communication
When a Word Salad Becomes the Most Delicious Special of the Day!
So many choices, so little time! How does one decide when everything on the menu looks intriguing, delicious, and unusual? On a recent evening outing to an oceanfront restaurant, serving Japanese Korean fusion, our dining desires would hinge on how … Continue reading
Cultural Inspiration on Service
{ Cultural Inspiration on Service … Enter your email below to access this content: Email Address Thank You for subscribing. Please check your email. Please enter a valid email address. Email field cannot be empty. User already exists. User creation … Continue reading
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
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
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
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
Was that a lilt in your voice?
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 since today … Continue reading