BE BOLD TO BE A LEADER

  I hear many challenges and complaints from end users, owners, operators and leaders about their labor resources  in relation to serving their customers.  Think about this hard question, who or what needs disruption in your operation ? People in your organization should be owners not renters.  They need to be have accountability.  Not just … Continue reading BE BOLD TO BE A LEADER

TODAY’S CUSTOMERS

Does it ever pay to argue with a customer? I have been doing sales and sales training for 30 plus years and the answer is no. There is always a way to diffuse a situation, offer up a solution to solve an issue or come to an agreement that’s amiable to the customer and fair … Continue reading TODAY’S CUSTOMERS

LOBBIES TAKE CENTER STAGE

For most people, an initial impression when entering a room will form the basis of their entire experience. When walking into a hotel, the lobby sets the tone. One out of every five guests (re: boutique and lodging surveys) say that their decision of coming back to the same hotel is influenced by the opportunity … Continue reading LOBBIES TAKE CENTER STAGE