MUSICIANS IN THE MOUNTAINS

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MUSICIANS IN THE MOUNTAINS

“There are a trumpet player and a trombone player just checking in,” he said, placing an internal phone call to a colleague in the second-floor hotel executive offices during what is called “the shoulder season.”

The periods between ski seasons and summer seasons are called the “mud” or “shoulder seasons.”  Usually, local vendors close their enterprises and use these periods to rest, recuperate and renew for the following busy seasons leaving little to do for tourists who aren’t interested in golf, hiking or fly-fishing.

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ALL IN

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ALL IN

The Main Event of the 2006 World Series of Poker kicks off today with the largest field of participants ever gathered for a single live poker event.   

Among the dark sunglasses, hats, and unfolding drama, you may just hear the expression, “all in." For those that are familiar with No-Limit Texas Hold’em, this is a common (and necessary) action of betting all your remaining poker chips against an opponent who has much more in hopes that your hand will come out on top.  If you lose the hand, you are out.  If you win the hand, you are one step closer to a seat at the final table. 

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CUSTOMER SERVICE

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CUSTOMER SERVICE

Many times I am asked, “What is great customer service?”  Here’s a quick rundown:          

Great Customer Service is not:     

  • Self-service                                                    
  • Focuses mainly on efficiency  
  • Just like the competition  
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DEAL!

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DEAL!

"Welcome, everyone, to 'Deal or No Deal.'”      

[Applause]            

"Our first contestant is Joe.  Welcome to the show, Joe!"      

"It’s great to be here, Howie!"                                                    

[Applause.  The camera pans the audience and displays a close-up of Joe’s wife smiling and applauding.]               

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CUSTOMERS VOTE WITH THEIR FEET

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CUSTOMERS VOTE WITH THEIR FEET

Some time ago I received a very nice pen as a present.  This is the type of pen you see in a catalog and you wonder why anyone would pay that much for a pen.  After all, pens are rather cheap and easy to come by.     

But not this pen, it’s special.  It feels good when you hold it in your hand, and has a very high brand appeal.  One could say that it is a great “show pen.”     

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IT'S NOT UP TO THE CUSTOMER

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IT'S NOT UP TO THE CUSTOMER

In the course of a month, I may visit Home Depot four to five times.  Sometimes for light bulbs, other times for fertilizer, and other times for some little part of something that broke off or wore out.              

I typically search up and down the aisles with that lost and confused look and hope that someone will come to my rescue.  But often times (in fact, too many times), I can not find an employee to help me. Even when I do, they are usually helping someone else (reminds me of waiting on the phone).                        
 

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ONE-ON-ONE RELATIONSHIPS

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ONE-ON-ONE RELATIONSHIPS

To finance highway construction and to address increasing population growth, the county governments of Central Florida have constructed a series of toll roads over the past ten to fifteen years.    

Also, in an effort to reduce wait times at tollbooths and increase traffic throughput, electronic sensors, or “Sun-Passes,” are offered as an easy and convenient way to pay for tolls through credit card or deposit deduction.           
 

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ROLES

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ROLES

Each one of us plays an important role in delivering service excellence. On-Stage, where we meet, greet, and serve the Customer -

  • Valet sets the first impression for a great experience
  • Hotel check-in builds anticipation of what is to come   
  • Beverage builds an atmosphere of hospitality    
  • Total rewards fosters loyalty     
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ONE LETTER AT A TIME

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ONE LETTER AT A TIME

Although we were tired when we arrived at your property door, 
Because of last-minute work, a long plane ride, rental car, and more;  
Clearly, we hoped for the best upon our arrival,    
Doing more than the ordinary was key to our vacation survival. 

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