Archive for category: The Staff

The Staff are the ones who carry the water at the end of the day. Training, Recruiting, and Retention are crucial to the guest experience.

How Technology Enables Personalized Customer Engagement

Historically, good customer service was delivered in person, over the phone or via reliable correspondence such as printed letter or email. Customers were satisfied with these expectations and believed they could interact with product or service providers easily in order to have questions answered or resolve issues. Today, these...

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Why Your Sales Team Needs to Make an Emotional Connection with Prospects

Organizations sometimes wonder why their sales teams fall short of monthly revenue targets. Although teams consistently meet many of their key performance indicators (KPIs) – number of calls per day, proposals submitted, follow up inquiries – some are unable to ultimately hit their sales numbers. At first glance, they...

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Want to Produce Better Hospitality Leaders? Hire Teachers

Elizabeth Green’s NY Times article, “Building a Better Teacher,” demonstrates that the qualities that make up a good teacher are the same ones that identify great professionals in business.  In hospitality as an example, management educates staff members to become engaged and create memorable guest experiences that should ultimately lead...

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