A Shoo-in
Regardless of your industry, it’s a good idea to communicate your philosophies, values and practices to your customers, prospects and your employees.
Connecting the Dots
I love the concept of imbuing what might be considered a mundane service with a creative spirit that makes it a memorable and life-enhancing experience. It’s what great concierges have been doing for their guests for years.
When Customers Complain: Pain or Gain?
Complaints provide perfect opportunities to be of service and make a difference—both in the customer’s experience and the success of our companies.
Leave the Heavy Lifting to Me
Everyone who provides a service draws on their expertise, knowledge, connections and desire to help others to do the “heavy lifting” for others. They are all using their resources to do the “heavy lifting” and taking a burden off someone else’s shoulders.
The Google Glass Guest
Lights, camera, action! I often liken the hotel lobby to a theater and the staff as actors. And now we have the Google Glass guest that is the filmmaker.
High Tech/Human Touch
The concierge phenomenon has transcended the hotel lobby and made its way into all sorts of businesses and organizations, including banking.
Elvis is easy to impersonate: Thank You. Thank You Very Much!
The first lesson we can learn from Elvis is this: If we are in a service position, the four most important words in our business are Thank You Very Much.
Lead by Example
While simple enough in theory, those on the frontlines of service are often seriously tested by difficult situations. The challenge for management is hiring, training and inspiring their staff to optimize each encounter for the betterment of all concerned.
Educating Your Customers
My passion is educating and inspiring service providers, as well as those who manage them. Philosophically, excellent service boils down to a combination of the Golden Rule and the Platinum Rule, which is, Do unto others as they would like to have it done unto them. In other words, be thoughtful and personalize each interaction.
Curiosity, the missing ingredient
One of my favorite concepts to share in my workshops is the fine art of what I have coined “Curiosening.” It is the fine art of being curious, questioning and listening. It is a trait of all good concierges; without it life must be such a bore.