Dave’s Fables: Going Back to the Basics

There has been an accelerated increase in consumer expectations over the past few years.  Yes, today’s economical climate has been a driving factor, but certainly not the only reason that our customers are now focused on perceived value.  The waste-not want-not mentality, so very visible and practiced by the traditionalist generation that was discarded by …

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Customer Service Skills Improve with Better Customer Service Training

Creating an excellent customer service experience starts with providing better customer service training.  Customer service skills are about more than good manners!  In fact, it takes daily education and reinforcement of good customer service skills to improve and then create lasting changes in behavior.

A Ride in the General Manager’s Seat

With the announcement of our Legendary Hotel Makeover winner’s legendary gains, I wanted to have a chat with Kenny Glavan, General Manager of the Four Points by Sheraton Biloxi. His hotel has begun their training process and I wanted to check in to see how things were going so far – the good, the bad …

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