guest service
The Show Starts When the Phone Rings
Shep Hyken | February 11, 2021
By Shep Hyken You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context. Many of my friends are professional entertainers. A friend I’ve known for years is Jeff McBride, an amazing magician who performs throughout the world and resides in Las Vegas. I was reading an article by Jeff in a ...
The Problem Isn’t the Employee, It’s the System
Shep Hyken | February 3, 2021
By Shep Hyken Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. And what happens next? The employees quit, which is understandable. There are plenty of employee surveys that point to the number one reason people quit their jobs. Many peo...
Small Improvements in Customer Service Create Big Wins
Shep Hyken | January 20, 2021
By Shep Hyken Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Within two years he had made big strides. It didn’t happen with big sweeping changes. It happened with little ones. Even “tiny” ones that he referred to as...
The Mike Moment
Shep Hyken | November 12, 2020
By Shep Hyken We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant, though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money. The opportunity to serve is fulfilling. They are customer service heroes. This brings me to a story about Mike, a teenager I met back in t...
Hotel Internet Services Showcases Advances in Contactless Guest Service and Entertainment Personalization Along With Latest in Wi-Fi Connectivity at C
Hotel Internet Services, Inc. | October 26, 2020
CLEARWATER, Fla. — October 26, 2020 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, is set to offer an opportunity for industry professionals to learn about the latest technologies capable of meeting new guest expectations for safer, more connected and personalized hotel experiences at this year’s Cyber HITEC. As an official exhibitor of the virtual event taking place October 27-29 and with attendees able to visit the virtual booth until November 25, HIS will demonstrate how comprehensive in-room entertainment and guest service solutions such as BeyondTV can enhan...
Maestro Asks: ‘How Serious Is Your PMS Provider About Service?’
Maestro PMS | July 22, 2020
Client-first, all-inclusive philosophy is the standard by which all property-management system suppliers should be measured; Maestro PMS is leading the way Markham, Ontario, July 22, 2020 — As independent hoteliers work diligently to prepare for reopening, many are struggling to get the support they need to ensure their property-management systems and integrated solutions are ready for guests’ return. Those who are dissatisfied with their provider’s lack of customer service are turning to Maestro, known industrywide for its Diamond Plus service. The cloud and on-premise PMS provider offers a comprehensive suite of services and tools ...
Is Your Hotel Sales Team Ready for the Transition From “Fishing for Inbound Leads” to “Sales Hunting?”
Doug Kennedy | June 11, 2020
By Doug Kennedy In the course of a few months the hotel group, conference, event and BT sales landscape has transitioned from a period of historically high demand to near zero. After the tidal wave of cancellations and postponements in March, followed by an eerily quiet April and May when many were furloughed, hotel salespeople are now returning to an entirely new sales habitat. Is your sales team ready? The last 10+ years of growth have allowed hotel sales to be more about "fishing" for new leads. Most salespeople could simply wait for a meeting or event planning “fish” swim by and bite on digital "bait" such as a hotel website or ...
The Beginning Is Near… Time to Get Back to Hospitality
Aspire | June 2, 2020
Aspire announces The Art of Hospitality, a new and highly relevant service delivery training program to support the hospitality industry as they re-open and re-enter their respective markets. “The challenges our tourism community faces are significant and complex. Guest service delivery needs to be re-thought, re-processed and team members need to be re-trained as we get back to work.”, says JC Thompson, Aspire’s Chief Operating Officer. Over the past 25 years Aspire’s research based and strategic approach to culture driven guest service training has allowed us to position the guest experience as a true competitive advantage and se...
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