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A FOCUSed Sales Approach

Katie Scheer | Jun 25, 2019 9:26:00 AM

Businesses aren't successful by chance.  Someone, who may be you, has to focus and have the vision for what it takes to thrive in today's economy and to continue to provide exceptional service to a demanding consumer market who has high expectations.  Might sound complicated, but let's make it easy and go back to Basics 101.  How about you simply embrace and teach our "FOCUS" concept, which is a simple method that truly focuses on successfully serving your customers?  It always comes back to paying attention to service and delivery when you want to move your needle of success and increase your sales.  Right?

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Topics: Customer Service Skills, Customer Service, Training, Customer Experience

You Get Your Evaluation Report From Us, Now What?

Katie Scheer | Jul 10, 2018 9:22:00 AM

Shop Report - How to Improve Graphic 

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Topics: Training, Quality Assurance, Self Improvement

ProTip: Being a Guide Takes You Places

Michelle Nitchie | Jun 26, 2018 9:04:00 AM

ProSolutions - Help Up the Mountain

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Topics: Goals, Training, Teamwork, Innovation, Leadership and Management

ProTip: A Gym Membership for Your Brain

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

Time for Training.png

 

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

Say this not that 11-8.png
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

Tips and resources on how 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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