Training that Sticks

Do You Have a Culture of Training?

Posted by Joe Lipham on Tue, Jul 17, 2018 @ 11:07 AM

When my son was young, I was always amazed at the questions his mind developed. It usually started with “Is it possible…” or “What if…” Things such as, “Is it possible for a man to fly?” and “What if cows could suddenly give chocolate milk?” I would take the question, try to reason with it and figure out a logical conclusion as to what exactly could happen. One day as we were getting an oil change for my car, my son asked, “What if you never changed the oil or put any oil into a car what would happen?” It was an easy answer; the car would cease to run. I explained to him that if you fail to change the oil, the oil becomes dirty and fails to lubricate the engine. Once that happens the car engine stops working and the car is no longer able to function.

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Topics: Training, Employee Development

What You Are Saying to Your Customers, Really…?

Posted by Merry Gagg on Tue, Jun 19, 2018 @ 08:06 AM

Whether we like the idea or not, your customer judges you and your company within microseconds. And, I have news for you – so do you, when you are the customer! We all do it; making judgements even when no words have been spoken.

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Topics: Customer Experience, Employee Development

Keep Swimmin'

Posted by Roberta Szymanski on Thu, Apr 19, 2018 @ 16:04 PM

My work anniversary was on February 1st.  It’s hard to believe that I have been working with Signature Worldwide for 22 years! I love to see people’s reactions when I tell them that I have been with the company that long; I always wonder what they are thinking, but won’t say, especially the younger folks.  When I first started with the company, we were a very small, home based company with a few dozen employees. Needless to say, in the past 22 years, I have seen change; some changes that were minor and some that were significant, but somehow, I managed to survive them all.

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Topics: Employee Development, Adaptive Performance Management, Change

Reputation at Risk

Posted by Scott H. Lewis on Thu, Mar 15, 2018 @ 14:03 PM

It’s a normal Friday night: Occupancy is high, the lobby bar is buzzing, and, in the ballroom, a party is just getting started. A deejay has set up his sound system at one end of the room, the F&B manager set up a portable bar at the other, and servers have started circulating among the guests with platters of appetizers.

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Topics: Employee Development

Mode of Transportation

Posted by Scott Mclaughlin on Tue, Aug 15, 2017 @ 15:08 PM

For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks.   Bueller…Bueller, anyone? 

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Topics: Training, Employee Development

To Tell or Not to Tell When You Are Renovating – It’s a Very Important Decision

Posted by Dave Hamilton on Wed, Nov 02, 2016 @ 08:11 AM

So often we think about the don’t haves vs. do haves. I used to say this all the time, “If I had this __________ I could compete so much better in the marketplace.”   Both personally and professionally we’ve all worked hard and sacrificed to get that “I don’t have” thing, just to find out that once you have gotten it, there’s an entire new set of challenges.

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Topics: Dave Hamilton, Hospitality, Tips, Employee Development

The Phone is Ringing – Now What?

Posted by Barry Himmel on Wed, Sep 14, 2016 @ 08:09 AM

When someone calls your organization and inquires about your services, how important is that call and what is the objective of the call? Is it to:

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Topics: Training, Employee Development, Telephone

Who’s Listening to the ONLY Thing that Matters?

Posted by Merry Gagg on Wed, Sep 07, 2016 @ 09:09 AM

In today’s society we have learned, in some cases a harsh lesson; the customer may not always be right, but they are the blood that courses through the veins of our company. Whether they are right or not so right, at the end of the day, doesn’t matter! Every company, everywhere relies on customers. Whether you are selling to an individual or selling to another company. The first and last thing that matters – and all the stuff in between – boils down to the customer.

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Topics: Employee Development, Mystery Shopping, live calls,

Empathy is a very powerful business advantage…Seal every sale with your heart!

Posted by Alissa Friedman on Mon, May 09, 2016 @ 09:05 AM

Four months ago my wallet was stolen in Houston, TX. One would think this was a horrific experience, to be a woman alone in a big city without her identity, no money, credit cards, or the treasured post-it notes made by my nieces, and it was. But, that’s not what pushed me over the edge and made me absolutely livid. It was a lack of empathy and good customer service after-the-fact that suddenly threw me into a tailspin.

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Topics: Employee Development, Employee Engagement, Empathy

Making Memorable Connections through Conversations

Posted by Shelly Jones on Mon, Apr 25, 2016 @ 09:04 AM

Conversations are one of the wonderful ties we have with other human beings. Along with our actions, our conversations are what connect us with those around us. Conversations are an interesting dynamic, much like snowflakes, no two conversations are exactly the same. They can be serious, funny, informational, playful or impactful; and sometimes they can be many things woven into one diverse interaction. In many instances, we may not be able to remember what was specifically said, but we can remember the feelings we were left with. Or on the other side of the spectrum, I think it is safe to say most of us have walked away from a conversation remembering every word, but somehow completely missing the point.

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Topics: Employee Development, conversation

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