The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
The Art of a Great Arrival for Luxury Hotels
Adam and Larry Mogelonsky | May 22, 2024
Guest Experience
Hotel Room ‘Hauling’
Larry Mogelonsky | September 24, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Have you heard of 'hauling' or, to be a little more precise, a haul video? For those of you who aren't wholly up to date on the latest internet lingo, let me explain. Used mostly for retail purposes, a haul video is when a person records what items they purchased from stores, displaying each as they are unpacked, and then posts it to the internet, most likely onto YouTube. During the brief video, the purchaser might go over basic product details, prices and his or her own opinions of the goods. Although this trend has its roots in the 'unboxing' of the latest hi-tech gadgets, especially gam...
Using Bad Customer Service to Inspire Good Customer Service
Katie Scheer | September 22, 2014
by Katie Scheer We've all had this happen. You show up to a store, ready to make a purchase that thrills you, and within moments of arrival, all of that great energy you had gets sucked right out of you. What happened? More than likely, you walked into an environment that had negativity and unhappiness hovering, and the associate(s) you encountered had bad energy spewing from their pores. (We can likely assume that these associates are unhappy with their jobs and don't have the tools/training they need to do their jobs well so they feel good.) This negativity wildfire nearly engrosses you, and that excitement you had about your purchase...
Strategist or Tactician?
Larry Mogelonsky | September 17, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Which one are you, strategist or tactician? Or, do you even know the difference? It's subtle, but very important to remember. Strategists are the big picture idea generators and recommenders of this world. They are the ones who get the prestige for coming up the winning concept that reaped a heavy payload down the road. Oftentimes a single thought or suggestion can save a whole company or launch it into an entirely new marketplace. Strategic planners, consultants and corporate advisors all fit this role for the purpose of helping an organization find that 'next big thing' to propel it forwa...
Six Steps to a Better Customer Experience
Jana Love | September 15, 2014
by Jana Love We have all heard the saying, "Customer Service isn't a department, it's an attitude." When you treat this concept as a business discipline, the customer experience will lead to profits. So if you believe in the business benefits of the customer experience leading to profits, then what are the best methods for achieving this? The mistake made by many is thinking that just because the company slogan says "we focus on the customer" or initiatives are in place that communicate to the staff to be warm and fuzzy with the customer, those methods will somehow be enough. Many companies "think" they know what the customers want, but...
The Medium is NOT the Message
Larry Mogelonsky | September 10, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) A proud claim to marketing fame for Canadians has always been Marshall McLuhan's 1964 aphorism, "The medium is the message." Pithy, famous, bold, and now it is wrong. While elements of this statement are still true, they are rapidly waning. This claim requires a pinch of backstory. In the era when McLuhan made this statement, the number of mediums was much smaller. Roughly speaking, you could choose from: radio, movies, television, magazines, newspapers, catalogues, direct mail and billboards. With so few options, each dominated a specific communications niche which bestowed the message wit...
The Power of Empowering Your Customers
Katie Scheer | September 8, 2014
By Katie Scheer There's no better way to market your company or to add some "pow!" to your credibility than to have your satisfied customers do the work for you. When you give these happy customers the power to make a difference in your business, they automatically become more emotionally invested in the relationship and your company's success. Everyone likes to know that their voice has been heard and that they have made a positive impact, so why wouldn't you capitalize on your biggest marketing asset- your current customers- by empowering them to help you to be better and to earn more business? Here are three basic strategies that we...
The Key to Delivering World-Class Service: Be An Ambassador
Bryan Williams of B.Williams Enterprise | September 4, 2014
by Bryan K. Williams It's amazing who some business leaders allow to represent their company. On a recent trip, I stopped at a sandwich shop to order some lunch. After the employee told me they ran out of the sandwich I ordered, I asked for another sandwich suggestion; to which she promptly replied "None of the sandwiches here"!! Wow. Perhaps it did not occur to her that by suggesting one of her company's sandwiches, I may actually enjoy it, return, and potentially refer others...all of which translate into additional revenue (plus more job security). To guests, the person serving them IS the company. That employee's actions, words, and...
The Importance of RevPOR over RevPAR
Larry Mogelonsky | September 3, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Why is that RevPAR (Revenue Per Available Room) gets all the attention? Because it's without a doubt incredibly important for hotel operations and management. But RevPOR (Revenue Per Occupied Room), also known as effective RevPAR, is equally important. In essence, it combines the metrics of RevPAR and occupancy into a 'per capita' number, and when compared quarter-over-quarter or year-over-year, it can reveal some extraordinary guest insights. It's best to illustrate this through an example - the traditional North American low season (OK, excluding sun destinations) of January through until...
REACT: Handling Customer Problems
Jana Love | August 29, 2014
by Jana Love Mistakes are to be expected, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems. All customer problems are opportunities to win over their loyalty. This weekend I was in a large home improvement store looking for a certain product. When I went to checkout, I asked the associate who was scanning my purchases if they carried this ...
How Netflix is Changing the Hotel Room
Larry Mogelonsky | August 29, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Until I subscribed to Netflix, I never gave it a lot of thought. Its share price, which has seen soaring increases since its IPO, is a hot topic amongst many investors. I, for one, sadly admit that I have no shares; although with performance at that level, I wish I had. For those who do not have Netflix or are not familiar with its utility, let me give you a quick primer. This is an online movie and television subscription service. For roughly ten dollars per month, subscriber gets unlimited access to thousands of movies and TV series. Your subscription allows you to set up multiple devices...
The Seven Habits of Highly Effective Hoteliers
Larry Mogelonsky | August 20, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) There's little doubt that you've read or at least heard of the famous business and self-help book entitled "The Seven Habits of Highly Effective People" by Stephen R. Covey. Fitting reminder as we head into the final months of the year, it's time for a little homage - adapting the title of this book and giving hoteliers seven ideals to strive for. This isn't the definitive, be-all-end-all 'Seven Habits' list for hoteliers; just something to start you off on the right foot. 1. Know Thy Customer. It's easy for consumers to break up with a faceless organization, but much harder for them to par...
The 1st Step of Service: Be Eager to Serve
BWTV | August 18, 2014
by Bryan Williams Have you ever walked into a business and left before you were served? That scenario has happened to me multiple times. On past occasions, I left because the staff showed no sense of urgency to be of service. Please note that the business(s) had the product or service I wanted, but I left because there was an obvious sense of apathy among the staff. Yes, your customers can feel the apathy; especially if the majority of the staff look like they would much rather be anywhere else besides work. Example 1: I was at a hotel recently and getting ready to check out. I had two bags with me and while approaching the front desk, ...
Reimagining the Grilled Cheese
Larry Mogelonsky | August 13, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) We are in the midst of a food revolution - or reboot if you will. Chefs all over are taking restaurant staples like hamburgers, sliders, sandwiches, omelets, salads, burritos and tacos and giving them their own personal twists. They are reimagining these basic foods as a foundation for something far more flavorful, something far more grandiose and something far more memorable. Above all, they are giving customers a reason to return. Today, I want to reboot the grilled cheese. But why bother with a cheesy makeover? As mentioned in the previous paragraph, it's all about leaving an impression....
World-Class Service Tips for Your Staff
BWTV | August 13, 2014
Join the free industry webinar to learn how to build a culture of service excellence for your staff Bowie, MD – Wednesday, August 13, 2014 - B.Williams Enterprise, a leading service company focused on driving improvements in service excellence, employee engagement and organizational effectiveness, will host a complimentary webinar on August 20, 2014, at 10 a.m. and 2 p.m. EST entitled, "Improving & Sustaining World-Class Service With BWTV". The webinar will discuss tips for building a culture of service excellence on your team and how BWTV can help to sustain it. When guests make the decision to visit a hotel, restaurant or spa, t...
The Fall Lull: Yours To Gain
Larry Mogelonsky | August 6, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) The annual occupancy cycle is typically defined by its peaks and valleys - the December holiday high season, the winter lows (ski resorts excluded), school spring break, Thanksgiving reunions, Valentine's Day getaways, summer vacations and so on. One of the more fascinating aspects of hotel marketing - and something that has kept me up late at night many-a-times - is how certain properties are able to drive peak revenues during the traditional 'lulls' in the annual rotation. One such lull is the period starting roughly post US Thanksgiving (Canada celebrates Thanksgiving on Columbus Day) tr...
West Inn & Suites Signs with BWTV for Online Service Excellence Training
BWTV | August 5, 2014
Bowie, MD (August 5, 2014) - West Inn & Suites has signed with BWTV from B.Williams Enterprise, LLC. The hotel's BWTV subscription brings world-class service education to the hotel and both of its award-winning restaurants. "Bryan Williams is simply a must! His Leadership and Guest Service training are inspirational, applicable and fundamental to any successful business. He is a master of delivery and his content will thoroughly engage your team", said Kimberly Akers Malaspina, VP of West Hospitality. West Inn & Suites is one of the top hotels in the world for families, based on online reviews from TripAdvisor, and is consistent...
2 Surefire Ways to Improve Your Hotel’s Customer Experience
JC Thompson | July 30, 2014
by JC Thompson As we travel the country working with clients on their revenue capture and customer experience, the most common question we hear is this: "Where do we begin the process of providing better service to customers?" The answer to this matters, because of these hard numbers (to list only a few): 89% of consumers began doing business with a competitor following a poor customer experience. 86% of consumers will pay more for a better customer experience. Perceived indifference causes 68% of customers to stop buying. How do you create more opportunities for buy-in and keep customers coming back for more? In the spirit of help...
A Sense of Place
Larry Mogelonsky | July 30, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) Helping a client organize a conference set in my hometown of Toronto, I sent several employees down to a big chain four-star hotel located in the heart of the financial district where the attendees were staying. Their job was to direct the attendees towards the evening's reception venue a dozen or so blocks away. When we all converged, I asked one of my team members, "What did you think of the hotel?" Although it may not seem significant to the layman, his response shocked me. "It was just a hotel," he said, shrugging his shoulders with a blasé tone. Just a hotel? He had just spent well ov...
Improving & Sustaining World-Class Service With BWTV; A Complimentary Webinar
BWTV | July 30, 2014
Bowie, MD – Wednesday, July 30, 2014 - B.Williams Enterprise, a leading service company focused on driving improvements in service excellence, employee engagement and organizational effectiveness, will host a complimentary webinar on August 20, 2014, at 10 a.m. and 2 p.m. EST entitled, "Improving & Sustaining World-Class Service With BWTV". The webinar will discuss tips for building a culture of service excellence on your team and how BWTV can help to sustain it. When guests make the decision to visit a hotel, restaurant or spa, they are trusting that the service will be gracious, attentive and consistent. This all requires a stro...
17 Things I Hate About Guestrooms
Larry Mogelonsky | July 23, 2014
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) The guestroom is the crux of the hotel experience, and there are many small things that can set a guest off but are often overlooked. Call this my pet peeve list, but see if you don't agree. This list is not in priority order. 1. Complex WiFi set ups. It is bad enough that I have to pay for WiFi, but what's worse is trying to set up a complex WiFi connection. Headache! Even with my MacBook Air, there are connections that just don't seem to work, no matter what you attempt. 2. Poor WiFi signal. I am differentiating this point from the set up and cost. What I am referring to is insufficient b...
“Engaging & Dynamic” – Shore Lodge Resort Signs with BWTV for Online Service Excellence Training
BWTV | July 21, 2014
Bowie, MD (July 21, 2014) - Shore Lodge Resort has signed with BWTV from B.Williams Enterprise, LLC. The resort's BWTV subscription brings world-class service education to over 400 employees at the award-winning resort. "We love Bryan Williams and BWTV! The contents of his material and examples that he shares truly resonate with each and every employee regardless of their position. Our staff loves the videos, and I think this is a GREAT way to set the foundation for us to continue to build on and reinforce", said Kaili Moss, Director of Human Resources for Shore Lodge. Set on the sandy shores of beautiful Payette Lake, the iconic Shore ...
Online Reviews Versus Hotel Class
Larry Mogelonsky | July 16, 2014
With guest-generated online reviews usurping expert appraisals, the only solution to show your hotel's class is branding By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca) The topic today is how online and peer-generated reviews affect the significance of the firmly established Forbes star rating and AAA diamond rating systems. With that on the back of your mind, let me pose a few broad questions. For one, does the average consumer these days still check up on the annual reporting of star and diamond ratings? Do they know the criteria that distinguish each class? What sort of guest would actively seek out these types of expert appraisals ov...
U.S. Secret Service & Dept. of Homeland Security Issue Advisory for Hotel Business Centers
July 15, 2014
According to the website of security analyst Brian Krebs, the U.S. Secret Service is advising the hospitality industry to inspect computers made available to guests in hotel business centers, warning that crooks have been compromising hotel business center PCs with keystroke-logging malware in a bid to steal personal and financial data from guests. In a non-public advisory distributed to companies in the hospitality industry on July 10, the Secret Service and the Department of Homeland Security's National Cybersecurity and Communications Integration Center (NCCIC) warned that a task force in Texas recently arrested suspects who have com...
Ten Ways You Can Tell If a Hotel is Truly Focused on Service Excellence
Bryan Williams | July 14, 2014
by Bryan Williams "If it weren't for these guests, I could get my job done!" Believe it or not, I have heard that exact phrase on more than one occasion. Some people view the guest as an interruption of their work. In their minds, guests complicate things, cause stress, and get in the way of an, otherwise, enjoyable job. The point that is sorely missing is...THERE IS NO JOB without the guests. It may sound ridiculously obvious, but many people completely miss that point. Guests are not an interruption of your work, they are the purpose of it. In my mind, serving, giving, sharing, helping and teaching are all pointing to the exact same t...
