At the recent Florida Attractions Association conference in St. Augustine, I got to have some great conversations with many of the association members and vendors in attendance. One of those conversations centered […]

In customer service training circles, so much is made about watching for visual cues such as a T-shirt, a hat, or accessory that a guest has to try to start […]

It’s probably safe to say that at some point in your life, you have been the recipient of less than stellar customer service.  It’s also probably safe to say that […]

A new Capital One branch just opened right down the street from me.  Normally this wouldn’t be very exciting.  In fact, the entire time it was under construction, I’d walk […]

There’s a hot dog restaurant in South Florida that is well-known for its fantastic food and ambiance.  Right when you walk in, you are immersed into an environment that has […]

Businesses strive to ensure positive service encounters at all times. As a result, they tend to shy away from ascertaining specific information pertaining to their operation, in fear that the […]

If your goal is to get visitors in the door, you need to set an expectation that exceeds that of all of the other options.  Your prospective guest is vetting […]

We live in a world full of rejection. Our natural instincts tell us than any request, favor, or question will be a burden on the way that we naturally operate. […]