What is the key to effective training? Technical skills? Teaching skills? Facilitation Skills? HR knowledge? Modeling? Coaching? Presentation skills? Knowledge transfer? Understanding the Blooms Taxonomy? Of all the things talked about in training circles I have found there are two things not usually talked about that are the real keys to effective training. They are: … More The Key to Effective Training
The restaurant and hospitality business has been hit hard by this pandemic. As restaurants begin to open up with restrictions based on social distancing, and staff wearing masks, I heard a comment made by a restaurant owner who said, “sadly, we are not able to give our customers the kind of friendly service they’ve come … More Four Marks of the New Customer
I met the customer today…. With our masks on we are able to look into the eyes of our customers. I can see into their eyes which are a door into their heart. I saw a human being. Someone with cares, anxiety, worry, love, compassion, and someone who is connected to someone else. I saw … More I met the Customer today….
You’re cooped up and climbing the walls. You’re working from home. And you’re wondering….what constructive things can you do during this time? If you’re like me, watching TV/Movies has its limits. I don’t want to veg out on TV this whole time. Wouldn’t this be a good time to get caught up on all that … More Time to Read
Many years ago, I was working for a company in the office furniture industry. Every year we had a convention in which dealers, designers, architects, and end users would walk through our showrooms. After the show was over one night about twelve of us went out to dinner to Alan Hale’s Lobster Barrel on La … More How Remembering People’s Names Delivers Great Hospitality
100% of the people I know of are customers. Everyone at some time buys something somewhere. 100% of the people I know understand how disappointing it is when they receive bad, poor, or even mediocre service. You are the customer…or I should say, you are a customer. Yet, so many companies have such difficult times … More Selfish Serving
When it comes to culture, feeling is everything. When we walk into the arena of culture, we get distinct feelings, some more acute than others. But be clear about this, every organization emits a cultural feeling. The feelings we have shape our perspective, right or wrong. And that perspective shapes our experience with that organization; … More Culture Mood
Huh? Are you telling me that I shouldn’t want my customer to say Wow! as a result of our service? No, I’m not. But too many companies have that as a goal and try to psych up their team to create Wows! for their customers. If you focus on Wow! then the wow’s will be … More Don’t try to Wow! your Customers
I’ve talked about this before, but I feel it warrants another go-around. A few months ago, I was shopping at the “big box store” that specializes in electronics. You would identify easily if I told you who they were. I was looking for a security system for our home. I visited this store several times … More Be Present
We typically act out of our belief system. What we believe about a person, place, thing, or circumstance will set the course for how we will act upon or relate to it. What people believe about you or your organization will determine how they act toward you. Case in point: there was a hotel I … More Belief Determines Behavior: the key to great customer service
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