User generated content in real-time will have multiple touchpoints for offshoring.
When SMBs Go to the Cloud, On-Premises IT Infrastructure Is Still Necessary
Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.
What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that you need to which occur only at the point of experience. The one thing to teach your staff is to look for, identify and act on these moments. […]
Questions From Operators: Frustration
Q: “I get so frustrated with myself on a weekly if not daily basis . Like how can I set personal or work goals and then continue to make choices that prevent me from achieving those goals ??? Sometimes it’s just forgetfulness , laziness , moments of weakness or taking the easy path instead of […]
Questions From Operators: Employee Engagement
Q: How true is this statement? “Employee Engagement is something all organizations need, but it is tricky to tactically execute.” A: “…tricky to tactically execute…” : It’s not tricky and the employer doesn’t ‘execute’ it. Engagement is intrinsic to the employee: meaning if you hire people who share your values and provide an environment that […]
Wrong Headed Thinking: Scheduling
And now for the latest episode of ‘ Wrong Headed Thinking’ “Slower, lower priority days don’t require the same degree of skills and offer more flexibility when assigning staff…” Every guest deserves the best possible experience. Consciously allowing inferior skilled employees to give less than your best is the recipe for disaster. This amounts to […]
Questions From Operators: Social Media
Q: Shouldn’t you use social platforms like TripAdvisor to market your business? A: No. You shouldn’t use a consumer platform (which is what social media sites are) for commercial messaging. Social platforms are not a multi-purpose business tool and any attempt to push messaging to them will be met with negative friction. FUQ: But can’t […]
People: Massimo Bottura
Massimo Bottura: “I have a test that I do with my chefs—it’s called “Who Are You?” You have to express yourself in an edible way—or even in a different way. You have to express yourself and tell me who you are. I do this test all the time—if I come back on a Monday, I […]
The Myth Of Retention
“One of the biggest myths is that we have a retention problem.”
TOH: Delusional Process Management Syndrome
“Many of the managers I come into contact with suffer from what I call: Delusional Process Management Syndrome”