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June 20, 2019

Spinning Guest Problems into Gold by... Thanking

In the past three posts we've seen that when a guest comes to you with a complaint, be it valid, idiotic, your fault, their fault, you do not lose your cool, you listen to them and demonstrate that you care and you see their point of view.
June 13, 2019

Spinning Guest Problems Into Gold by… Fixing

We're going step by step through the process of not just addressing guest problems, but doing so in a way that turns them into loyal return guests based on how you made them feel during the process.
June 6, 2019

Spinning Guest Problems Into Gold by… Apologizing

In our last post we noted that there's a four-step process for handling guest complaints in a way that not just mollifies, but impresses the guest, and leaves them with a positive feeling about you and your property.
May 29, 2019

Spinning Guest Problems Into Gold by… Listening

There's a simple -- well, simple to outline, maybe not quite as simple to do -- four-step process for turning guest problems into positive experiences that bring guests back.
May 23, 2019

Jazzing up your guests experience

One thing travelers enjoy about going to new places is finding newness in familiar things.
May 16, 2019

Solving staff problems when they're still small!

Any time you're employing staff, be it in a hotel, restaurant, airport or retail store, you're going to have issues. The majority of them are relatively minor and can be dealt with quickly and effectively.
May 9, 2019

Making Good Customer Service Great, Part II

In our last post we talked about one thing you can do to make an instant positive impression on your guests: Proactively ask them if there are any special, customized requests they have for when they arrive, such as any particular food or drink they would like in the room.
May 2, 2019

Making Good Customer Service Great, Part I

First question: Does it matter? Is it worth the effort? After all, your customer service is okay. You're nice. You don't get in screaming matches with guests. When you ask if everything was okay they always say yes.