How to swing it?
You probably know how to ride a bike and swing a golf club, right? This kind of training that sticks with you for a lifetime. So, why...
Good results never "just happen"!
No training certainly is an explanation for poor performance. But so is lack of support. In his article It never gets done by itself,...
Surprise your clients with kindness
Julie Charbonneau may shock you by stating that pleasant surprises do not need to cost much! In her article Do you like surprises? she...
Here's why...
Francis Prézeau understands that most Guest Service Agents are not very comfortable making attempts to ask potential customers why they...
Where the price becomes secondary
Julie Charbonneau recently attended the Hotel Association of Canada's National Conference under the theme The future is now and do you...
You've got to see it through their eyes!
Nowadays, the most exciting opportunity for growth is customer experience. Studies reveal that it is more impactful than trendy topics...
How are you treating your core group of customers?
A successful company typically sees 80 percent of its business come from 20 percent of its customers. Add to this the fact that the cost...
Why are they calling?
"I’m ready to plan my next trip, are you ready to sell me my dream experience at your property?", asks Julie Charbonneau in her article...
Conversation starters that work
There are ways for representatives to get out of the never-ending cycle of customer service Q &A. Alethea Porter explains how to use...
Is it the right question?
In this article, Julie Charbonneau explains how, as a client, she was asked the wrong question. A recent study shows that more than 60%...
