What’s the Point of Point A to Point B?
I’m currently in the middle of a biography on Andrew Jackson. I tell you this because (a) it makes me sound more studied than what I actually am and (b) it feels like I’m being...
Tagged: guest service
Take Ownership (part two)
In yesterday’s post we discussed the problem of ownership: the fact that in every organization, there is usually a super-small group of people / individual who is radically passionate about their role. And surrounding them is...
Take Ownership (part one)
Last week was Thanksgiving, the time-honored American holiday where families gather around tables to partake in a sumptuous feast and reflect with gratitude on the blessings of our creator in the previous year. That time-honored...
Thursday Three For All
It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire...
You Need a Skeleton Crew
What happens when a guest shows up late to your church? What do they see? What do they experience? What do they do? Where do they go? Not long ago I arrived at one of...
Pick Up Your Junk
No matter the experience you provide for your guests on the weekend, a dirty facility is going to leave a bad impression. It doesn’t matter how friendly your greeters are…it doesn’t matter how long your...
Thursday Three For All
It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire...
Flashback Friday: Why Comfort Will Kill the Weekend
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! I’ve both experienced and heard of a whole library of guest horror...
Thursday Three For All
It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire...
Always On
If you work with people on the weekend, you’re always on. Our guests are always arriving, and you have to be ready for their arrival. You have to be prepared to offer help. You have to have...
