The 'Make Mom Proud' Standard for How to Treat Your Customers
Companies that ignore emotional intelligence will have challenges attracting new talent, degrade their workplace culture and risk falling behind in the economy of the future, says new global study by Harvard Business Review Analytic Services
I have always believed that the front desk staff played a critical role, now more than ever they truly are the first impression makers, for better or for worse. Chances are that hard evidence for this is available online every day in your guest surveys and/or your online guest reviews.
The reason I train everyone to love guests 'buts' is because when we can manage to get a good 'but' out of a guest, that means that we have shown the guest we are asking because we truly care and want to know. Let me explain...