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?

Every person is a customer in his/her own life, so we all know how we want to be treated. As managers and leaders in this industry, it is paramount that when you see service less than what you would expect for yourself, change it! Help your employees to see how the service they provided could be better, and that sometimes all it takes is starting with small changes, like the Say This, Not That above. Give them examples, role play, help them see and feel the differences of marginal service and GREAT service. Be the company example of what you want to see. And most importantly, reward or incentivize those individuals who make these positive changes in their service delivery.