Know Your Customer
There’s a hotel chain in California that takes the time to understand their customers preferences and tastes, matches paintings displayed and music played to fit that customer. Spas do [...]
First Day Of Work – Nightmare or Success?
Has this ever happened to you? You’re excited about your new job, and you show up on your first day of work only to be greeted with, “Who are [...]
HCAHPS
This week I have received numerous phone calls from healthcare administrators and board members, all with the same topic in mind: HCAHPS. Survey results from the Hospital Consumer Assessment [...]
Service Recovery: Finding (and fixing) Your Mistakes
After nearly 20 years with the Walt Disney Company in Orlando and in Paris, France, Service Recovery has become second nature to me, and I am never surprised anymore. [...]