The Fastest Way to Change Your Guest Services Culture
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...
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...
When guests arrive at our church, they are giving us a gift. They are honoring us with the valuable asset of their time, and trusting us to use that time wisely. For the guest with...
Before you read the following post, take note that the original publication date was April 1. April. First. April Fools Day. Thank you. And carry on. Subscribed via email or RSS feed? Click here for the...
“[The] common assumption has been that the work of Christ is really prosperous only when crowds are assembled in His name, and…the supreme problem of the Christian church is how to devise a Sunday service...