Articles

Implementing Change In Your Organization

Implementing Change In Your Organization

Have you ever implemented a new technology or process in your company and wondered why it took so long or felt so difficult? Maybe it looked more like the spaghetti method when you throw it on the cabinet and see if it sticks. There is a process...

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The Value of Asking Questions

The Value of Asking Questions

Questions are a critical foundation of all relationships that we experience in life. They are said to create learning or liking, and, in the end, they accomplish both. At a young age, we are groomed to either embrace question-asking or have it shut...

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Bouncing into 2021

Bouncing into 2021

Here we are starting a new year with the hopes that the COVID-19 vaccine will help us return to the life we once had, yet I am sure we all know that life will never reset to 2019. For some, the idea of no return is sad, and for others this was a...

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Self-Care While Experiencing a Pandemic

Self-Care While Experiencing a Pandemic

I absolutely love the hospitality industry and everything about it, yet it took me 30 years to learn how to love it and thrive in it without burning out every two years. As entrepreneurs, we know how draining building a business can be, especially...

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Practicing Conflict Transformation

Practicing Conflict Transformation

A couple of summers ago I was reading a book called "The Whole-Brain Child" by Daniel J. Siegel. I found it interesting that when children are acting out emotionally it is crucial that we hang out in the right side of the brain with them,...

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Why Call Scoring and Coaching Makes a Difference

Why Call Scoring and Coaching Makes a Difference

Listening to recorded calls for reservation sales and guest services offers invaluable insight into how company’s values are being reflected in direct phone communications. I often hear supervisors say they can hear their team members in the...

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Creating a Relationship Building Culture

Creating a Relationship Building Culture

The vacation rental industry has an amazing foundation, one built on relationships and communication, which is why I was drawn to the industry and continue to enjoy working in it; the industry complements my hospitable spirit. I watch how company...

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Building Innovative Teams

Building Innovative Teams

Have you ever encountered someone who exuded passion about his or her career, hobbies, family, or even the beauty of life in general? I had the privilege of meeting such a person named Paresh on my recent plane ride home from Peru. The conversation...

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Giving Great Service While Texting

Giving Great Service While Texting

  Texting communication is rapidly increasing as we all see every day. Now when I dine out at a restaurant and I am waiting for a table, no longer do I get handed a device that buzzes when my table is ready, now I get a text letting me know to be...

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Friendly Upselling One Call at a Time

Friendly Upselling One Call at a Time

There are many ways to upsell in today’s world, yet before talking about upselling, there is a foundation to dig into. Are your sales representatives comfortable with the pricing they are quoting currently? If they are not at ease with the base...

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Branding Your Vacation Rental Company with a Customer Focus

Branding Your Vacation Rental Company with a Customer Focus

Online bookings in the vacation rental industry have been on the rise for a while. We are hearing from clients that anywhere from 50 to 85 percent of their bookings have been online this year. What that tells me is that when people call in to book...

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Coaching Employees to be Resilient Givers with Boundaries

Coaching Employees to be Resilient Givers with Boundaries

Often people associate coaching employees with directly effecting revenue or customer satisfaction. Yet there are underlying behaviors that are important to coach on to achieve customer satisfaction and increased revenue. An example might be the...

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Coaching for Success

Coaching for Success

Leadership and coaching go hand in hand. Often I hear managers telling employees what they need to do instead of coaching them. Reminding me of the old management style of “Do as I say, not as I do.” I was definitely raised with this style of...

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The Art of Practicing Empathy

The Art of Practicing Empathy

Having empathy for other people is a true art. Some research says that you are either born with it or you are not. I can say that I was not born with it and I did not have it until my early 30s. I grew up in the hospitality industry. I watched my...

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Self-Care in an Industry of Service

Self-Care in an Industry of Service

Having grown up in the Hospitality Industry, I was taught to always put the guest’s needs first. This mindset then flowed into putting everyone’s needs first. This included characteristics such as watching my tone and words to ensure that I am...

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Winning with Difficult Customers

Winning with Difficult Customers

We are living in interesting times with new territory when it comes to customer service. More than ever, the customer has a voice and they are using it. Those customers that might not say anything about not being happy at the time of their service...

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Providing Excellent Customer Service

Providing Excellent Customer Service

​When I think about the topic, “Providing Excellent Customer Service”, the first thing that comes to mind is my favorite quote, “Everyone’s Perception is Their Own Reality.” So really, excellent customer service will look different to every...

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