28
Jan

5 Lessons in Personal, Employee and Customer Engagement from a 5-Hour Flight Delay

I am back from a fabulous week in Samana and had to share the story of our travel there, and the lessons it provides for personal, employee and customer engagement. For background, we booked a “roulette” vacation where you don’t know exactly which resort you are staying at until you arrive, and our 6:30 am flight was delayed 5 hours …
24
Feb

Customer Complaint Resolution – all about attitude

After years of working in hospitality and seeing good and bad problem resolution skills (and practicing both myself), I’ve learned some best practices in dealing with angry customers. I have to say the most important first step is to face customer complaints positively and with an attitude of Trust. Think of complaints as a way to improve your …