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Communicating personal importance reinforces positive memories
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the notion that anyone...
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Handle problems with care
Last December I worked with a hotel leadership team in Dayton, OH. One of the discussions lead to identifying the obstacles that stood in the way of creating promoters of its hotel. Consumer research...
View ArticleClik here to view.
Communicating personal importance reinforces positive memories
TweetPersonal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the notion that...
View ArticleClik here to view.
Handle problems with care
TweetLast December I worked with a hotel leadership team in Dayton, OH. One of the discussions lead to identifying the obstacles that stood in the way of creating promoters of its hotel. Consumer...
View Article
