What customers taught me about customer service?


Customers can be your most valuable training resource. If you pay attention and listen closely, you will learn what matters to them. Paul was checking in to the hotel very late and asked where he can get a nice cold Dr. Pepper Soda? Since the restaurant was closed at that time, the staff suggested the gift shop. The customer came back and said that he prefers the can soda instead of the plastic bottle they have stocked in the gift shop. Continue reading


Casting a compelling vision-The key to building your customer service brand!


Casting vision is one of my favorite things to do as a leader.  As we sat down and articulated our goals for the New Year, we needed to think about a compelling vision for 2015. Great leaders cast a vision for their organization. Whether you are leading a department or a big division in your business, your employees want to know where they are heading and why they should follow your vision as a leader. Continue reading

Three Questions to know if you are ready to lead!


When I began to move up the ranks in the hotel business, I got into a management position in my mid-twenties. I have to admit that part of me was not ready for leadership. From a technical skill and industry know how, I was ready to take on more responsibilities but as I reflect on it today, leading people was still a new concept for me. Continue reading

Service Excellence begins with the VIP treatment!


Remember the theme song to the TV show Cheers:  “Sometimes you want to go where everybody knows your name, and they’re always glad you came”?  Ideally, anyone interacting with customers (sales people, front office staff, restaurants staff and even websites) would recognize and remember every customer’s name and make them feel like a VIP.  Continue reading

Three ways leaders drive the Brand Promise!


Last week I ran into a customer who relocated his hotel reservations from another hotel in the city to our hotel. He calls himself a “Marriott Junkie”. Robert loves staying within the Marriot brand for its family spirit of service. He took the time to tell me about some of the memories and stories from traveling year round across the United States. Continue reading

2014 in review

The WordPress.com stats helper monkeys prepared a 2014 annual report for this blog.

Here’s an excerpt:

The concert hall at the Sydney Opera House holds 2,700 people. This blog was viewed about 54,000 times in 2014. If it were a concert at Sydney Opera House, it would take about 20 sold-out performances for that many people to see it.

Click here to see the complete report.