Training that Sticks

Signature congratulates The Pierre for their Five Stars!

Posted by Holly Zoba on Tue, Feb 25, 2014 @ 18:02 PM

The Pierre, A Taj Hotel, in the heart of New York City, has just earned the distinguished honor of being named a Five-Star Hotel by Forbes. The historic property is situated at the corner of 61st and Park Avenue and boasts views of the Upper East Side and Central Park. While The Pierre is a new addition to Forbes’ prestigious list, the hotel has been the place to be seen since the early 1920's where the crème de la crème regularly hosted ladies’ luncheons. debutante calls and high-society weddings.

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Topics: Hospitality, Customer Service, Good Customer Service, Employee Development

Connecting with Clients: A Coaching Experience

Posted by Rich Cunningham on Mon, Jan 27, 2014 @ 09:01 AM
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Topics: Training, Customer Service, Customer Service, Coaching, Process, Connect, Rich Cunningham

Dave’s Fables: Possibilities are Endless if You Use your Imagination

Posted by Dave Hamilton on Tue, Jan 07, 2014 @ 17:01 PM

MacGyver is television series created by Lee David Zlotoff. The show ran for seven seasons during the 1980’s. Angus MacGyver, the show’s main character, was a resourceful consultant who always epitomized extreme common sense.  MacGyver could solve complex problems with everyday materials, along with his trusty Swiss Army knife and a roll of duct tape. I was always impressed by MacGyver’s success!

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Topics: Dave Hamilton, Tips, Customer Service, Coaching

Changing The Way We Organize

Posted by Mark Lomanno on Mon, Dec 09, 2013 @ 11:12 AM

It is certainly no surprise to anyone involved in the hotel business that great customer service is the engine that drives occupancy, room rates and ultimately profitability.  But until the advent of social media the measurement of good customer service, or the determination of bad customer service, was generally vague, determined well after the fact, reactive and singular in its focus.  While everyone seems to understand that social media monitoring can now provide the tools and analytics to truly understand and take advantage of what our guests are telling us, its effective implementation into big organizations has generally been elusive.

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Topics: Hospitality, Customer Service, Customer Experience, Social Media, Customer-centric Culture, Organize

Dave's Fables: SHARE. Introducing Our New Blogger Series

Posted by Dave Hamilton on Thu, Oct 31, 2013 @ 11:10 AM

Common myths that have been around for decades are…the Cobbler wears the worst shoes and Doctors make the worst patients. What’s not a myth is that trainers and teachers make excellent students.

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Topics: Dave Hamilton, Hospitality, Customer Service, Customer Experience, Share

Dave's Fables: Are You Habiting-Up?

Posted by Dave Hamilton on Tue, Sep 17, 2013 @ 09:09 AM

One of my favorite opening questions I ask when speaking to groups of industry professionals:

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Topics: Dave Hamilton, Training, Customer Service, Service, Customer Experience, Staff Development, Exceeding Expectations

Dave's Fables: What's Your Service Zero?

Posted by Dave Hamilton on Thu, Aug 22, 2013 @ 10:08 AM

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. 

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Topics: Dave Hamilton, Training, Customer Service, Service, Customer Experience, Staff Development, Exceeding Expectations

Dave's Fables: Escort – Service – Intimacy – The Year was 1965

Posted by Dave Hamilton on Mon, Jul 29, 2013 @ 10:07 AM

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.”

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Topics: Dave Hamilton, Customer Service, Service, Escort, Intimacy

Dave's Fables: Relationship Starting Point

Posted by Dave Hamilton on Thu, Mar 14, 2013 @ 14:03 PM

One Split Second! That’s how long it takes someone to form a “relationship starting point” or RSP.

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Topics: Dave Hamilton, Customer Service, Customer Experience

Dave's Fables: Napkins Shouldn’t Be Bibs

Posted by Dave Hamilton on Tue, Mar 05, 2013 @ 15:03 PM

Napkins Shouldn’t Be Bibs…This was the headline in today’s paper.  Well, at least it was the headline on the page where the crossword and Sudoku puzzles live.  Monday is my favorite day to tackle the daily puzzles – for those of you who regularly turn to the newspaper to exercise your mind know that the puzzles will get harder as the week progresses.

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Topics: Dave Hamilton, Customer Service, Napkins

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