guest service
Good Intentions Can Be More Important Than Perfection
Shep Hyken | June 22, 2022
By Shep Hyken Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point. He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it. There was no intent to offend or harm. In fact, there was only the intent to serve. As a society, we may be focusing on the wrong thing. What w...
ALICE to Showcase Latest Advances in Hotel Staff Productivity and Guest Service With Unveiling of New Housekeeping Solution Features at HITEC Orlando
ALICE | June 7, 2022
Award-winning hotel operations management platform adds new functionality to enable more efficient tracking of extra room items, connected guestroom management, turndown service and the ability to reprioritize assignments in real-time. New York, New York — June 7, 2022 — ALICE, the leading hospitality operations and management software platform, has today announced a range of advanced feature upgrades for its Housekeeping solution to empower hotel staff with enhanced efficiency in managing daily tasks and guest-related requests. With these new enhancements set to be demonstrated at HITEC Orlando from June 28-30, attendees who schedule ...
Visual Matrix Releases New Ebook Detailing How Hotels Can Future-Proof Their Property Management Systems
Visual Matrix | June 2, 2022
The report focuses on the necessary system features that alleviate the challenges associated with labor shortages while facing increasing guest demands. Richardson, Texas (June 2, 2022) – Visual Matrix, an industry-leading provider of advanced hospitality operating system technology, today announced it has released a new ebook focused on various property management system (PMS) features that are vital to improve guest service levels in today’s hotels. In an effort to shine a light on how hoteliers can future-proof their PMSs, hospitality professionals can now access, "Redefining the Role of the PMS in Hospitality Through Innovation and ...
The Day I Became a Customer Service Expert and Two Important Lessons
Shep Hyken | April 13, 2022
By Shep Hyken “Find a job you love, and you’ll never work a day in your life.” This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert. It wasn’t a random job I applied for. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. I’v...
Inntopia and AZDS Launch Multi-Product Version of Popular RevRaise Booking Engine
Inntopia | April 12, 2022
STOWE, VT & DENVER, CO- After years of concepting, UX/UI design, and development, Inntopia and AZDS are releasing a powerful update to AZDS’s RevRaise booking engine. By combining Inntopia’s industry-leading ability to aggregate and sell products across multiple systems with AZDS’ track record for delivering innovative, conversion-increasing booking engines, the new integration allows guests to easily and quickly book everything they need for a vacation from a single, intuitive interface without leaving the resort or hotel’s website domain. “We’ve built and continually optimized the luxury hospitality industry’s leading b...
Customer Service Is More Important Than Price
Shep Hyken | April 7, 2022
By Shep Hyken “Is customer service more important than price?” That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” “Please take care of me, and I’ll even pay a little more.” When more than half of your customers are saying, “Please take care of me, and I’ll even pay a little more,” you have to listen. The point is tha...
Good Habits Are Just as Important as Talent and Skill
Shep Hyken | March 23, 2022
By Shep Hyken I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. I did a little research and found similar lists that included all those mentioned above and others including being coachable, smiling, saying please and thank you, being nice, doing what you s...
Back to Class: Shep’s Law of Customer Service
Shep Hyken | March 16, 2022
By Shep Hyken Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service, which is: For almost every bad customer experience created, there is an opposite reaction by ...
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