Category: Guest Services

Welcome to the How To series here on the blog, where I occasionally tackle mind-numbingly boring topics that make the hidden nerds among us geek out. The rest of you that don’t care about these things,...

Last week we said goodbye to my 88 year-old uncle. Horace was an icon in our family. He was a Methodist pastor for almost 60 years, the Commissioner of Tennessee’s Department of Human Services and...

As many of you know, I live in a household that is 66% Chick-fil-A employees. Four out of six people is actually 66.6%, but that seems too much like the Mark of the Beast, and...

You don’t need to lay out a five year plan. You don’t need to bring in an outside consultant. You don’t need to invest in expensive training, read a mountain of books, or hire a...

A couple of days ago I experienced a miraculous moment. Not necessarily in the spiritual / supernatural sense, though one might say it was close. I had the supreme pleasure of eating at a world-renowned...

I get it. You’re the smartest person you know. No one else can do the job (whatever job!) as well as you can. If you were in charge of the world, well…she’d be a much...

So much of guest services is about getting the experience right: we proactively plan the experience, thinking through every touchpoint from the perspective of our guests. We mentally work through variables and contexts, attempting to...

I go through drive throughs a lot. It’s not a fact that I’m necessarily proud of, but it’s a fact, nonetheless. Before I complain about drive throughs, I should mention that (a) I’ve never worked...

I recently read Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer. It’s a book by a salesman and for sales people, but – like all books of this stripe – there are things the...

By society’s standards, he was what grandma would’ve called “an odd bird.” He wore an ill-fitting camel hair robe and he ate honey-coated grasshoppers. He hung out in the woods a lot and implored onlookers...