Category: Service Recovery
Eliminate “Let me get the manager” in 3 steps
I recently spoke at a conference on the topic of guest experience. During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]
12 Amazing Things Delta did During an Unusual Travel Experience
To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]
A Gallon of Milk in a Heat Wave
What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]
Responding to Complaints Online: a 4-Step Approach
Remember what it was like before social media, that if someone had a complaint, they had to call you up and tell you directly? And if they were to tell […]
LAST: The Proven Service Recovery Model
Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them. The most effective method for communicating service recovery is […]