In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it.
A volcano in Hawaii, wildfires in the West, floods in the Midwest, hurricanes on the Gulf Coast, snowstorms in the Northeast—what's a business to do?
Remember how we all learned the seven steps of the sales process at the beginning of our tourism career? Well, that's been turned upside down!
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning.
Listening is not the same as hearing.
Think about a commercial for a product you have no interest in: It's easy to tune that information out, isn't it? You may "hear" it as noise in the background, but you're probably not listening.