Guest Services

Tips for Great Guest Service

A few weeks ago my mom and I went to dinner at the Cracker Barrel in Kerrville, TX. I asked if we could be seated in Stephen’s section. We had had Stephen before and he was phenomenal. He even has four stars on his apron to show it! Stephen wasn’t there and we were seated…

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A Desire to Serve & It Shows!

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”  Henry Ford A Desire to Serve I had breakfast with a friend of mine last week at a 50-year-old restaurant near downtown Fort Worth. That establishment may have the BEST example of a business that exudes a…

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First Class Is Fun

First Class is FUN! It’s Easy to Appreciate First Class When You’ve Ridden Coach First! I’ve had this thought on my mind for months. However, I just could not get the words out. It felt like maybe I was bragging and that is not my intent. I am an “other side of the tracks” gal.…

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Be Kind and Do What You Say

If you didn’t already know, last week we were at Bowl Expo in Las Vegas. It’s always a great week for us. We spend months planning since we have our quarterly leadership team meeting. We bring our entire team out for a week of learning, the trade show, and team building. I have to say…

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Surprise

I’m bubbling over with service stories in my head since my vacation cruise in the middle of May. Leslie, my oldest daughter, and I traveled to St. Thomas, Tortola, and the Bahamas on Norwegian Cruise Line. The weather was perfect, the company was terrific, and the ship was spectacular. Can you tell I had a…

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When We Go Above and Beyond

Great customer service is a big part of our industry. We know by providing great service, friends are more likely to recommend our centers and products to others. We have the opportunity to turn upset guests into raving fans, even when it means we may need to go against our written policy. As a party…

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Because We Care

I just read Seth Godin’s blog entitled, “Companies don’t care about you.”  He talked about companies not being run by people who care, because “caring is unpredictable, hard to command and regulate, and sometimes expensive in the short term.”  He ends with the very poignant statement, “what a shame.” It is sad to me to…

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It Really is the Little Things

It is my habit to swing through Starbucks in the wee hours of the morning. I get up around 5:00-5:30, read my daily devotional, and then go to the gym. Some mornings I work out for about an hour and others (like today) only about 30 minutes. And then I do what I really want…

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I'm So Proud of You

I’ve been a grown-up for a long time, and it occurred to me just the other day that I still want to know that my parents are proud of me. For the record, my parents have been gone a long time–and yet I want to know. I picked the phone up this week and started…

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Uh-Wait Just A Minute

I had the weirdest shopping experience this week. I stopped at Staples to pick up a couple of things on Sunday. As an side, I love the office supply store the same way some women love Macy’s. I rounded up my items and proceeded to check out. There was quite a line with only one…

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