74% of us have Glossophobia (National Health Institute Study 9-4-16). Before you say you are not afflicted, glossophobia is the fear of public speaking. So – now that you know – does this include you?
Let’s Talk Phobias! Read More »
“And all the men and women merely players; they have their exits and entrances, and one man in his time plays many parts.” William Shakespeare’s AS YOU LIKE IT act 2, scene 7.
LinkedIn is the king of social selling for most industries and hospitality is no exception. However, you may be missing some opportunities if you spent all social selling time there.
Social Selling for Hotels – Is LinkedIn the Only Way? Read More »
When someone calls your organization and inquires about your services, how important is that call and what is the objective of the call? Is it to:
The Phone is Ringing – Now What? Read More »
In today’s society we have learned, in some cases a harsh lesson; the customer may not always be right, but they are the blood that courses through the veins of our company. Whether they are right or not so right, at the end of the day, doesn’t matter! Every company, everywhere relies on customers. Whether
Who’s Listening to the ONLY Thing that Matters? Read More »
Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we
A Tale of Two Hotels Read More »
My 15 year old daughter is a synchronized swimmer. I would say it is one of the most demanding sports I have ever encountered. An average week of practice totals 18 hours with even more hours required prior to competitions. They practice over and over in an effort to achieve perfection in their execution and
Adaptive Performance Management – When “Corrections” Just Aren’t Enough Read More »
I got up this morning with a feeling of dread in my stomach, combined with a flood of thoughts of what I needed to do today, “I’m all jitters and nerves. My boss says I have to make 20 new prospecting calls by end of day, and I don’t want to do it.” I froze,
It’s All in Your Approach…The Little Things Matter Read More »
“My favorite word in the English vocabulary is ‘No,’ ” my wildly successful, jewelry salesman father once told me when talking about his customers. Curiously I said, “Why no? I would think that would be your least favorite word.” Confidently, he responded in his deep, Brooklyn accent, “It’s simple, Lissa. It’s my challenge to uncover
The Art of Responding to Objections Read More »
