Guest Services

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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The Insider Outsider

I feel it’s time I introduce myself. I’m a mom of two toddlers. I’m in various mom groups in my area. The kids and I travel all around DFW for meetups, outings, and play dates. We go to zoos, mall play areas, parks, libraries, family entertainment centers, outdoor concerts, festivals, and restaurants of all varieties…

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Trust, Respect, Loyalty

I had the wonderful opportunity to speak to the food and beverage team who makes sure the 4000 cadets who attend the Air Force Academy are fed 3 times per day. What these people do is nothing short of amazing! The systems and processes they have in place allow them to prepare 3 squares a…

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Make Team Members Matter, Start Today

You’ve Got to Get Out of Your Head and Into Their Hearts. One of the most significant things I’ve learned as a business owner is that your team CANNOT read your mind. As a business owner we have vision. We understand why we are willing to work until midnight and on weekends and holidays. It’s easy to overlook…

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Taking One More Minute

I am lucky that I get to do exactly what I want to do as my job. Great fortune and a ton of hard work has allowed me the opportunity to work with some amazingly talented people. My great team lets me lead them, or at least keeps me on the straight and narrow as…

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You have to BE nice…

You have to BE nice… …in order to be treated nicely. Don’t get me wrong– that philosophy doesn’t always work.  I am, however, just naive enough to believe that somehow I get better treatment than most because I really do model my own behavior based on this theory. Case in point: I flew to Orlando…

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Bad Feedback Turns into Great Service

One of the things we always encourage our clients to do is consistently solicit feedback from your customers. It’s so important to really know what people are experiencing in your center.  Remember that we used to tell 2 friends who told 2 friends and so on, and now with social media we tell 200 (or…

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Keep 'em Coming Back

Every Friday I go to the grocery store.  It is one of the few shopping things I love to do since I love to cook. I have been shopping at the H.E.B every single week since they have opened a new store by my house. (and yes, it is the ONLY grocery store I will…

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One Team Member's Story

So starts a new TrainerTainment Chapter for me… I’m Juliet Ridgeway and for 18 years, I owned and operated a 12 lane Bowling Center in Filer, Idaho.  Most of you know that it’s more than a fulltime job.  I worried about how little time I had, and how to make every dollar stretch to its…

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