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Jana Love

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Manners Matter ~ Always

Posted by Jana Love

Apr 10, 2018 1:57:00 PM

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I was raised to care deeply about the lessons my parents instilled in me in regards to manners. They were completely inflexible about me saying "please" and "thank you."  It was expected that I would address adults with terms such as "Yes, sir," "Yes, ma'am," and "Mr." and "Mrs."  My mother also taught me how to write a proper thank you note, and to this day, I will still write three paragraphs, just like she taught me. So why do I mention all of this? Where have manners gone?  In the hospitality industry, one would hope manners matter and would get the focus it deserves with people serving people. Yet, still, we are often surprised with the poor manners displayed around us in the service industry.

"Manners are a sensitive awareness of the feelings of others. If you have that awareness, you have good manners, no matter what fork you use." Emily Post

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Topics: Memorable Interactions, Respect, First Impressions and Greetings

Say This, Not That: Greetings

Posted by Jana Love

Mar 20, 2018 9:04:00 AM

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How customers are greeted sets the tone of any establishment. In the hospitality industry, getting too comfortable and casual with guests, too quickly, has the potential to leave a bad impression. Always remember that each guest interaction has the chance to represent or misrepresent your business or brand. 

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5 Steps To Better Service Recovery: REACT

Posted by Jana Love

Feb 27, 2018 9:03:00 AM

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I returned recently from a cruise where so many mistakes were made, I decided to revisit this topic. Mistakes are to be expected, I get that, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems. 

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Topics: Problem Resolution, Difficult Situations, Customer Complaints

5 Hospitality Trends To Keep An Eye On In 2018

Posted by Jana Love

Feb 6, 2018 9:04:00 AM

Where did January go? Are you still focused on your New Year's resolutions? Looking back through the rear view mirror (if you will) is an exercise I find interesting each year. What happened, what didn't, what is inevitably going to continue to happen, what do I want more of, less of, that sort of thing.  Lot's of trend articles will surface about the previous year.  In fact, here was ours last year: 2017 Trending.  This year, as I was reading through some of the top trends, I came across a very interesting article by Simone Puorto, called Five hospitality trends to keep an eye on in 2018. So instead of looking back, we are going to look to the future. 

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Topics: Innovation, Hospitality Trends, Growth

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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