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ProTip: A Gym Membership for Your Brain

Michelle Nitchie | Oct 17, 2017 9:04:00 AM

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Contrary to what many owners think, good staff want to be well trained.  They crave learning how to do their jobs better and being stimulated by exciting new ideas.

-Tabatha Coffey, Own It!



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Topics: Training, Job Satisfaction, Leadership and Management, Growth

The ProSo Method To Achieving Service "wow's"

Jana Love | Oct 3, 2017 9:17:00 AM

In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge that we see is executing and delivering the "wow factor" is often misunderstood.

Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show that 65% of customers that are "satisfied" will end up taking their business somewhere else for a better offer (better service). Customers are not "wowed" by expected service, but rather by the unexpected service provided that met a need they didn't even know they had. This is what separates the "good" from the "great."

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Topics: Memorable Interactions, Exceeding Expectations, Training

Say This, Not That: Find the Answers

Jana Love | Nov 8, 2016 9:04:00 AM

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I am very tired of service individuals and organizations thinking that it is okay to answer a question by saying, "I don't know" and leaving it at that. Or, having them point to another person or department and say, "I think they will know."  We talk and blog about getting back to the basics of hospitality, but what I want to know is, how and why do they ever leave the basics behind?

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Topics: Customer Service, Training, Customer Experience

Customer Service: Say This, Not That!

Jana Love | Apr 5, 2016 9:34:00 AM

In an economy where the customer is becoming increasingly more demanding and competition is all around you, what can you do to stand out and give your customers what most are missing and many don't have? There are a million pages of research that shows that the customer values good customer service, even more than the quality of the products and services themselves. So getting it "right" seems more compelling than ever. Should you get it "wrong," any efforts made for improving your service are for nothing.  

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Topics: Memorable Interactions, Training, Communication

3 Tips To Make This Holiday Season Profitable

Jana Love | Nov 24, 2015 10:00:00 AM

holidayrush.pngAs the holiday season approaches, it's so important to put a strong focus on sales techniques. Effectively communicating the holiday expectation with your team gets everyone on the same page. The National Retail Federation has reported there will be a continual and steady rise in consumer spending again this year. The best way for your business to take advantage of this increased spending is to be prepared. Here are three tips to improve your sales methods and make this holiday season the best ever. 

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Topics: Customer Service, Training, Sales and Selling, Expectations

4 Levels of Service Awareness...Revisited

Jana Love | Jul 21, 2015 10:00:00 AM

It remains interesting to me the surprise I will get when a company will do an unexpected service Wow! The overall positive impact that this level of service has on their customers can completely change their business platform, as well as their customer loyalty. In the service industry, awareness is a must. You have to be fully aware and fully present to give the level of service that makes people take notice and want more ~ not to mention, tell their friends. 

How aware is your company/business in regards to service awareness?  

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Topics: Exceeding Expectations, Customer Service, Training