Category: Guest Services

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 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...

First Time Guest Easter Baskets

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...

What Do You Want Your Guests To See?

In a recent post I talked about the concept of “forced experience”…thinking through what you want your guests to see and where you want them to go. While your church should be open to...