by admin | in Uncategorized | 0 comments

Most managers and customer service representatives want to provide customers with a great experience. However, as time goes on, standards can be lowered. These lowered standards don’t mean that anyone is providing poor guest experiences, but it does mean that employees are not going above and beyond to exceed guests’ expectations. As you likely know, […]

by admin | in Uncategorized | 0 comments

When your employees have an angry customer in front of them, their first instinct is to defend. The fact of the matter is that your customers aren’t interested in the why’s of their problem—they want to know how it’ll be fixed. Familiarize yourself with these tired excuses so you can recognize them among your own […]

by admin | in Uncategorized | 0 comments

The performance review is tedious yearly ritual in which supervisor and employee sit down and review accomplishments and goals for the coming year. Both sides promise to communicate more effectively in the future, but nothing really changes. In fact, only two percent of HR professionals think annual evaluations are useful. They insist that people go […]

by admin | in Uncategorized | 0 comments

People can get used to almost anything. Those who live in big cities learn to block out traffic noise and sleep through car alarms and ambulances. Those in rural areas get used to being alone. People living above the Arctic Circle learn to deal with the extreme cold and dark days and nights during the […]

by admin | in Uncategorized | 0 comments

Your highest-rated guest services employee serves everyone with a smile — but is she helping herself to a little extra cash? Your bartender earns great tips for his fun-loving demeanor — but is he getting the kudos for his service or for giving out free drinks or extra pours liberally?  Trust can be challenging to […]