Dave Hamilton shares four things you need to understand to construct a strong base for your business.
Training that Sticks
There’s no disputing that providing great service day-in and day-out takes work, focus and the desire to continuously improve. Yet the basics are as simple and straightforward as the rules your mother taught you when you were a child.
What we sell isn't actually a bike. It's the ability for a mild-mannered accountant to dress in leather, ride through a small town, and have people be afraid of him."* - Clyde Fessler, former Harley-Davidson VP
One of my favorite opening questions I ask when speaking to groups of industry professionals:
We celebrated our 32nd wedding anniversary last week by going out to a restaurant neither one of us had experienced before. We took a chance, a leap of faith - instead of going to our tried-and-true favorite, we decided to try a brand new eatery because the word on the street was favorable.
As a young man about the age of seven, my mother summoned me into the kitchen and instructed me to get my red wagon. She then gave me a dollar and told me to go the corner market and get four bottles of milk – the milkman didn’t come today and we had company coming for dinner. Wow I thought, “My first solo trip to the store – the first time I had a dollar in my pocket.”
With the announcement of our Legendary Hotel Makeover winner’s legendary gains, I wanted to have a chat with Kenny Glavan, General Manager of the Four Points by Sheraton Biloxi. His hotel has begun their training process and I wanted to check in to see how things were going so far – the good, the bad and surprising. So far we have delivered Legendary Leadership, Service Edge, Service SkillKit, Transient Edge and Client Centered Sales training. Let’s see how they are doing with all the modules so far!
Tags: Client Centered Sales, Hospitality, Training, Customer Service, Service, Signature Worldwide, Support, Makeover, Leadership, Legendary, Holly Zoba, Hotel, Service Edge, Skill Kit, Transient Edge
We’ve got some very exciting news coming out of the Legendary Hotel Makeover! Starwood Hotels and Resorts Worldwide announced that Four Points by Sheraton Biloxi (our Legendary Hotel Makeover winner) has climbed to be the third best in Guest Loyalty Composite scores out of the 107 hotels in the Four Points by Sheraton brand! Before we began working with them, they were ranked as low as 15th across the brand only two months prior.