The Impact of Nice

Posted by Cydnee Snodgrass on January 24, 2018

One missed flight connection, two very different customer service examples and three things to remember about the power of simply being nice.

On the way home from a recent work trip, I missed my connecting flight for the final leg by mere minutes.  I thought I would make it, since I could see the plane, and the jetway door was open. But, the gate agent declared the flight closed, shut the door with a flick of his hand, and the conversation that transpired between us after that point could be described, at best, as unsatisfying.

I headed toward the airport exit, hopeful for a cab and a hotel for what remained of the night. Two curbside check-in employees immediately asked how they could help and produced a bottle of water, which I accepted gratefully after the sprint through the airport. One gentleman looked for nearby hotels on his smartphone, and the other called a cab for me. When the cab arrived, they told the driver to take care of me, since it was apparent that I’d had a rough evening.

The irony of this story is that I was returning home from teaching a class in how to provide exceptional customer/client service. Both airport experiences were real world examples of what I had taught just the day before. Here are three takeaways from that class:

Read More

Topics: training, Communication Strategy

Yes, Communicating is a Risk

Posted by Danielle DeLozier on February 13, 2017

At first glance, some will interpret the title of this post as a caution against communication and confrontation. But my intention is quite the opposite. Proper communication is the core ingredient to a successful implementation.

Read More

Topics: Communication Strategy

Are You Talking Too Much? 5 Ways To Actively Listen To Your Clients

Posted by Sarah Clark on July 14, 2016

Oftentimes in business settings, and even at personal gatherings, people are so focused on what they want to say they fail to actively listen. Not listening – and even worse, not comprehending what is being said – is a sure­fire way to ruin an experience and miss an opportunity to connect the person standing right in front of you. A client could leave the conversation feeling like they weren’t heard and the agency could have missed an opportunity to offer the right kind of support and service. That’s not good for anyone.

Read More

Topics: Leadership, Communication Strategy

Tech Trends Mean Nothing Without Strong Communication

Posted by SheaDavis on March 24, 2016

Companies in the hospitality industry are shifting from “high-touch” to “high-tech,” which changes not only the way these businesses operate, but also how they serve their guests or customers.

Read More

Topics: Hospitality, trends, Communication Strategy