Category: Guest Services

The Heart of Hospitality

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...

Flex Your Formula

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,...

You Don’t Work With Dummies

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...

Getting Things Right When You Get It Wrong

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...

Are You Paying Attention?

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...

8 Tips for Better Signage

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