Tag Archives: First impressions

Winning the First Impression – Where the Guest Experience Really Begins

Best and Worst Practices, ,

You get no second chance to make a first — and I’ll add lasting — impression. In today’s world of guest experience management, that statement carries more weight than ever. Where the first impression really begins When does the guest experience actually start? Is it when a guest walks through the door? When the valet takes the car? Or earlier — when the reservation call is made or a website is visited? In reality, the experience begins the moment a guest decides to engage. That first interaction...

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Dress for the Role – How First Impressions Shape Hospitality Careers

Insights, ,

Dressing for success in hospitality begins before the interview starts. The way a candidate presents themselves offers immediate insight into how they may represent the brand in front of guests. First impressions are formed quickly, and in many cases, they carry lasting weight. Why appearance matters in hospitality Hospitality is a guest-facing industry. Employees are part of the experience, and their appearance contributes to how guests perceive the brand. From the moment a candidate walks into...

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The Guest Room Experience – Where Small Details Make or Break a Stay

Emotions, Perceptions, Feelings, ,

You’ve arrived. You open the door to your room, the space that will serve as your temporary home. This is one of the most important moments of the entire stay. The first impression happens here. What guests see, smell, and experience in those first few minutes sets the tone for everything that follows. First impressions happen inside the room After a long day of travel, most guests want the same thing. A smooth arrival, a clean space, and the ability to settle in quickly. When that happens, the ...

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Medic discussing medication treatment with senior patient during checkup visit consultation in hospital lobby. Old man filling medical insurance document before start examination. Medicine concept

Improving the Patient Experience Starts With Every Touchpoint

Best and Worst Practices, , ,

Healthcare providers often focus on clinical outcomes when evaluating success. But for patients, the experience of care extends well beyond the exam room. During a recent presentation to the Broward County Medical Association in South Florida, I spoke with physicians and practice leaders about one of the most common challenges they face today: meeting rising patient expectations for service. According to Cynthia Peterson, executive vice president of the association, two concerns surface repeated...

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What Sixth Graders Can Teach Us About Service Excellence

Emotions, Perceptions, Feelings, ,

Recently I was asked to speak to middle school students at my son’s school, Pine Crest School in Fort Lauderdale, about 21st-century skills and how young people can build expertise and adaptability. As one of six featured speakers from industries including technology, media, and medicine, I was introduced as an expert in hospitality and service and asked to share perspective on my career and the strategies these young students might consider as they begin shaping their own paths. As I prepared, ...

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Guest Service: DON’T CALL ME SWEETIE!

Communication and Messaging, ,

“Happy New Year, sweetie! What can I get you?” “Hey honey, let me help you with that.” “Let me put you on hold, doll, while I check on that.” Aaaaggghhh! I don’t know these people. Do they think they know me well enough to skip all formalities? Why are they using such familiar terms during our first encounter? In hospitality and service environments, the words employees choose to address guests can shape the entire interaction. While employees often intend to sound friendly, overly familiar lang...

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