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

Meet Your Competition And Add A Little More . . . A Guaranteed Way To Fail!

Copycat competition NEVER allows you to distinguish yourself and your business in your marketplace! Too often, a business will attempt to compete in their marketplace by surveying the competition and matching their performance and offerings.  They will then do their … Continued

Are Your “Customer Satisfaction Surveys” Irritating Your Hotel Guests?

Initially, short customer satisfaction surveys were very popular … in 2003. As Scott McKain of Create Distinction points out, even the inventor of the idea, Fred Reichheld, wishes it would go away.  It seems that anything we do on the Internet … Continued

What Two Words Should We Be Saying To Customers?

Yes, of course, we should be saying, “Thank You,” but what two are often more important? Any idea what those 2 words are? Do you emphasize them to your staff? Check out what @scottmckain says about them.#HotelMarketingDominator https://t.co/cpltaKB8u6 — Hotel … Continued

Is Local Marketing Still Important?

Now More Than Ever! In the history of hotel and motel management, it was known that local marketing was the life’s blood  of the industry.  Owners and managers all well understood that schmoozing the local businesses was important.  That and … Continued

Profit Tip: Possibly THE Most Important Area for Creating Positive (or Negative) Impressions of Your Hotel

Imagine that you are having an event at your hotel.  A guest has scheduled a reception in a meeting room for a group of local business representatives or wedding guests and the nearby restrooms for their guests are NOT pristine. … Continued

Top 15 Mistakes Made In Customer Service

      What are you missing? If the professionals in customer support make these mistakes, it is even easier for the rest of us to make them.  And we certainly will, UNLESS we pay close attention making it a … Continued

Problems With Your Hotel’s or Motel’s Presentation! Part 1

You cannot afford for your guest to expect to have a mediocre visit at your hotel! How can you favorably influence your guests at the subconscious level upon their arrival? Improve your business’s appearance from the outside in! Start with … Continued

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