The Tale of Two Cities – A Story of Customer Service
“It was the best of Times and the Worst of Times” – Charles Dickens
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What Does It Take to Be Legendary?
I have been familiar with Signature Worldwide for the past 23 years – 4 as a Hospitality Client and 19 as a Training Account Manager for the company.
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Do You Have a Culture of Training?
When my son was young, I was always amazed at the questions his mind developed. It usually started with “Is it possible…” or “What if…” Things such as, “Is it possible for a man to fly?” and “What if cows could suddenly give chocolate milk?” I would take the question, try to reason with it
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Mode of Transportation
For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks. Bueller…Bueller, anyone?
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Field Service – The Tale of Two Scenarios
Scenario One The sale has been confirmed, the paperwork is completed, the invoice has been created; and now, last but not least, the equipment needs to be delivered. Many hands have played a part in getting to this point and the customer is happy and confident that he is getting what he needs. The delivery
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The Phone is Ringing – Now What?
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:
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A Tale of Two Hotels
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
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Introducing Adaptive Performance Management™
What happens when managers are uncomfortable giving developmental feedback to employees? They avoid it and hope the poor performance improves by magical forces. But that usually doesn’t happen. The employee doesn’t know what they are doing wrong or how to improve, so they continue making the same mistakes over and over. The manager grows more
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Five Surprises Across the Front Desk
People always ask me for the ROI of training a front desk staff and I am always a little stumped. It’s a logical question. If you are spending money on training, it only seems fair that you would expect some sort of return, but quantifying that return becomes the tricky part.
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