Articles

There are many characteristics individuals might aspire to embody in the workplace, such as being trustworthy , empathetic, innovative, efficient, emotionally intelligent, accountable, resilient, authentic, enthusiastic, trauma-informed, inclusive,...

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...

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...

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...

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...

There are very few people I am encountering currently, who are not feeling challenged at some level. The most common in the Vacation Rental Industry, is the feeling of being overwhelmed. For many companies, the silver lining is that business is...

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,...

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...

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...

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...

According to LinkedIn data, 57 percent of senior leaders feel soft skills are more important than hard skills. Interviewing candidates on hard skills is easy, whereas interviewing on soft skills requires questions prompting candidates to give...

  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...

Most people are familiar with the concept of trust when it comes to personal relationships, but what about professional relationships? I have been working with more and more companies that struggle with trust. A lack of trust in the company culture...

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...

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...

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...

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...

My husband and I found a vacation rental on the McKenzie River in Oregon that we have been enjoying for 6 years now. We love it because of the rushing water that you can hear at all times of the day, the outside lounging area where we watch and...

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...

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...

​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...