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The moment when a person or thing is ut to the test. In customer service context, “Moments of Truth” was coined by Jan Carlzon of SAS Airlines to mean those moments when an employee interacts with a customer. That point of interaction could have significant impact on the customer’s impression of the company.

Park Resorts Innovates

Some times a totally different approach to a problem delivers a winning solution. In the hospitality industry one of the major challenges is maintaining reasonable standards with lower skilled jobs.  In food service, bussers, and dishwashers and in lodging, housekeeping staff are … Read More

Are you Saving any Money?

I’ve noticed that some retailers are seriously understaffed.  I have gone into stores with the intention of making a purchase and left without the item(s) I needed.  I was unable to find the item and was also unable to find any help … Read More

Little Things

The only way to get out of my community is to go north. We have a Provincial Park to the south which is a wonderful feature for residents but it cuts off access to and from the community to the … Read More

Jumping to Conclusions

Here is an incident that illustrates the importance of finding out what a potential customer needs before you offer your “best selling point.” On a fine sunny Sunday afternoon we were touring a parade of homes. Each builder was showcasing … Read More