Tag Archives: Emotions

Tips for Retaining Your Employees

3 Tips for Retaining Your Employees

Competitive Intelligence

Since 2021’s “Great Resignation,” workers are less willing to stay where they’re unhappy. Since the pandemic, retaining employees has gotten more difficult. Last fall, millions of workers left their jobs during the “Great Resignation” in search of better pay and benefits. Employees are still leaving at record rates. Gartner, an HR consulting firm, predicts that turnover will jump by 20% this year. Before COVID-19, an average of 31.9 million employees would quit every year. In 2022, Gartner expec...

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Excellent Customer Service

Excellent Customer Service can Help Make Up for Pandemic Price Hikes

Guest Experience News,

Many restaurants have no choice but to pass soaring costs to customers. Here’s how customer service can make it worth the buck. The other night I took my father out to his favorite chain restaurant, PF Chang’s China Bistro. It was his 55th birthday and we wanted to make it a special night for him. I had previously worked at the location we took him to and when I peeked at the menu I was surprised to see menu items are now up an easy $5 to $10. By this point in the COVID-19, I wasn’t that shocked...

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The Mask – Hospitality’s NEW Superpower!

Guest Experience News,

Superman has his cape! Black Panther has his Vibranium! Wonder Woman has her Lasso of Truth! Thor has his hammer! These superheroes capture our imaginations and our hearts with their adventures and special gifts but what about the rest of us? What, if anything, do our hospitality teams have that catapults them to Superhero status?? Could it be…Their Mask?? Consider that 'the Mask' is no longer a barricade to human interaction but an opportunity, a special gift, to capture guest hearts and imagin...

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Hospitality recipe

A Step-by-Step Recipe for Customer Service Loyalty

Guest Experience News

Hospitality Excellence's in-house guest experience expert shares the recipe for the perfect lasting moment.  Brand loyalty keeps profits rolling for the long-term. How? Research published in the International Journal of Contemporary Hospitality Management says repeat customers help your bottom line in three big ways: They refer new customers, help you decreased operating costs, and reduce spending on marketing. That checks a lot of boxes for any business. So Roberta Nedry, president of Hospitali...

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Hospitality best practice

Customer Service Lessons for Hospitality Industry Leaders

Guest Experience News,

A guest relations expert explains three reasons to go the extra mile for extra revenue. A few years ago, Forbes published the headline, “Businesses Lose $75 Billion Due to Poor Customer Service.” Yes, with a “b.” The report was based on research from NewVoiceMedia – now Vonage – and the figure had increased by $13 billion, according to a similar study two years prior. But what about customer service could cause a business to lose that kind of money? Further research from software marketing compa...

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Win Hearts of Your Guests

5 Ways to Win Over the Hearts of Your Guests

Emotions, Perceptions, Feelings,

Emotions motivate spending. Aim to hit the right ones and your hotel business will thrive. Inspiring your employees to give guests the best experience goes beyond best hospitality practices – it’s science. Research suggests hotel employees who go out of their way to connect with guests may trigger oxytocin, a hormone that motivates spending. It’s called the “cuddle chemical” or the “moral molecule.” However you refer to it, employee and guest moments make up a neuroeconomic approach to the hospi...

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First Impression in the Hospitality Industry

Tips to Make a Lasting First Impression in the Hospitality Industry

Emotions, Perceptions, Feelings,

From an online presence to the hotel lobby, guests are subconsciously taking notes from the beginning. Do you know how long it takes for people to make judgments of others? Within the first 100 milliseconds of meeting someone. Although guests may not interact with your hotel staff right away – that’s how crucial timing can be. Realistically, hotel staff needs to make a lasting impression within the first 15 minutes of walking in the lobby. And there are many places this can go awry – unless you ...

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Trash Can

Stop getting trashed by your customers

Guest Experience News, ,

It seemed like such a small thing at first. In the lobby of a high-end office building, wedged between the front desk where guests checked in and an American flag, was a trash can. Not a nice or decorative trash can, mind you, but a plain, black trash can that almost seemed as if it were touching the bottom of the flag. It was there for convenience and could easily have been overlooked. We all have “trash cans” in our lobbies - and in our businesses - that stand in the way of our efforts to crea...

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Kiss goodbye Disney

Kiss your guests goodbye

Competitive Intelligence, Emotions, Perceptions, Feelings, ,

Disney does a lot of things right. But one thing they do better than almost any other company in the world is kiss their guests goodbye. That’s right...there’s a kiss waiting for you at the end of a long day at the Magic Kingdom. It’s an unpublished Disney secret that most nights, approximately 20 to 30 minutes after the park’s official closing time, guests experience one more magical moment. Disney woos you with a presentation of lights, music, and fanfare at Cinderella’s Castle to wish guests ...

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Clear, Dedicated Vision Needed to See Big Service Picture

Best and Worst Practices,

Think of service as a giant TV screen and envision the guest or customer as holding the remote control, choosing which channels to watch or to use. As that guest clicks on each button, sometimes they find static, sometimes there is the most beautiful picture in the world. Sometimes the sound is off and sometimes what is supposed to be there is not. Sometimes it takes forever to find the preferred channel and sometimes, the controls do not work. That’s a great service analogy, especially in today...

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