Do all staff understand their role in creating a brand image? Product delivery and presentation are where the details really do make a difference. When a company prides itself on service, every aspect of the customer experience should reflect that. Recently, on an international flight, I was completely shocked at the state of the cabin upon boarding. The seat pockets were empty except for a badly damaged safety card, No in-flight magazine, no waste bag, nothing. The floor was

I recently read an article discussing Ritz-Carlton Hotels' ability to develop their legendary customer service. In particular it mentioned daily 'line-ups'. Occurring both hotel wide and in each department, this daily reflection helps strengthen the brand and re-energizes the team for each day ahead. One of the first things I learned while studying great brands, from McDonald's to Marriott, a great way to build, and strengthen, a brand is by building a culture. Brands known f

I was recently asked to prepare a presentation on pride in the workplace. After doing some research, I found not much had been written on this which is a shame. Pride can be a great source of employee engagement, drive productivity, and overall morale. Driving such pride can be very beneficial to any team. A few ideas came to mind. While a deeper sense of pride also comes from clear expectations and fulfilling those, here are a few simpler thoughts. Recognition or reward, is

Do all staff understand their role in creating a brand image? Product delivery and presentation, is where the details really do make a difference. When a company prides itself on service, every aspect of the customer experience should reflect that. Recently, on an international flight, I was completely shocked at the state of the cabin upon boarding. The seat pockets were empty except for a badly damaged safety card, No in-flight magazine, no waste bag, nothing. The floor was

1. Smile: You are the face of the business. A bright smile is good business practice. Customers should always feel welcome. A smile does this. It says welcome in any language! #smile #hospitalitytraining #goodbusinesspractice #servicewithasmile #customerservicetraining #thehospitalitytrainingcompany 2. Knowledge is Power: A good server knows any question is a sales opportunity. A knowledgeable answer secures consumer confidence, and higher sales! Knowing your product inside a

What good is training if the staff are not motivated to practice what they are taught? Any company can train their staff on customer service, customer service excellence, great food and beverage service techniques, or even just service basics. But when the staff are not committed or inspired to practice such real, genuine customer service principles, the benefits of such training are lost. A good training program not only teaches staff how to provide great service, but, most

Standard operating procedures (SOP's), along with recipes, are in place for a reason. To ensure your customers consistently get the same product, or service, you want them to, every time they visit. Recipes, like SOP's, help take the guess-work out of a job. More importantly, they help you run your business when you are not there! Having standards and recipes in place, food costs as well as your reputation are maintained, but are they seen as restrictions to creativity? Creat

Customer service training is great, but the value lies when theory is put to action. Many companies spend countless dollars on training, and more specifically, customer service training. What good is this training if the staff are not motivated to practice what they are taught? Any company can train their staff on customer service, customer service excellence, great food and beverage service techniques, or even just service basics. But when the staff are not committed or insp