What A Dog Knows About Business That United Airlines Does Not.

When you have injured someone and you are truly sorry, you apologize quickly and sincerely.  When you begin by blaming your customer and explain why you are really right and justified in what you have done, you have become United … Continued

Is Your Facility Rules And Systems-based or Customer Satisfaction-Based? What About United Airlines?

How do rules and systems differ from customer satisfaction? Rules and systems are focused on what the company wants.  This focus thinks only of the needs and desires of the company often to the nearly complete disregard for the best … Continued

Do 1- And 2-Star Guests Expect Too Much And Complain Too Much On TripAdvisor?

What happens when your hotel or motel gets too many unfavorable reviews on sites like TripAdvisor? You may wish you did not have a TripAdvisor Business Account.  You may want to simply delete it. You can’t delete your TripAdvisor Business … Continued

Big Hotels: 5 takeaways on the state of revenue management … Good for Small Hotels, Too.

But revenue management in a time of shrinking profits for hotels is even simpler than that for small hotels. The first 3 elements discussed at The Hospitality Sales and Marketing Association International (HSMAI) conference in Toronto deal with the data.  While … Continued