Category Archives: Guest Loyalty

Guest Service: Treating Loyalty Like Royalty

Do you work hard for your guests, or do you make your guests work hard for you? Working hard to be a guest, or a customer, is not what most guests sign up for, especially those that are loyal. Friends … Continue reading

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Alumni relations a powerful service ally

“We’ve got spirit, yes we do, we’ve got spirit, how about you?!” Remember this simple, enthusiastic cheer from high school sporting events? There was and is nothing like being part of something and showing your loyalty. When we join an … Continue reading

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How to Woo Foreign Business

Steve McCrea, owner of a language school in Fort Lauderdale can “get by” speaking or reading five languages. But when visiting Lisbon, Portugal, he was stumped. He walked up to a door with a sign that said “Puxe” and he … Continue reading

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Want Loyalty? — Get Your Guests Positively Emotional!!!!

Oh…what a feeling! Whether this expression comes from Irene Cara in Flashdance, Bad Boys Blue, Van Morrison, Solomon Burke, The Everly Brothers or Crowbar, the concept of” Feelings” and how they move people in all facets of life is really … Continue reading

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Memories of service… may they not be forgotten

Service in its simplest form means doing good for others. It starts getting complicated when we define individual levels of good and how our own expectations of service can impact each guest and customer encounter, both on the giving and … Continue reading

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Don’t toss guests a bouncing ball

Road warriors. Those dedicated business travelers who journey all day or all night by train, plane and automobile to serve the needs of their companies and organizations. They have the power to choose where to stay, who to take them … Continue reading

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Mirror mirror on the wall, who’s the fairest of them all?

Remember when the wicked queen stared at herself in the mirror and found that the mirror reflected back someone entirely different? The mirror saw Snow White who embodied more preferable qualities than the queen, which led to that whole poisoned … Continue reading

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Going the extra (s)mile can pay dividends

I t was late Monday evening, after a day that already felt like a week. Though we were hungry, our work was unfinished so we lugged a laptop computer, DayTimers and cellular phone into the restaurant … probably not the … Continue reading

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Giving thanks: time to appreciate service

“The deepest principle in human nature is the craving to be appreciated.” This simple thought from William James captures a fundamental element of service success for guests and employees alike. With Thanksgiving around the corner and the pending holiday season, … Continue reading

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