👋 Small, enjoyable, actionable insights for hospitality & service leaders.
Customer / Guest Expectations | The last best experience that anyone has anywhere is now the minimum expectation for the experiences they want everywhere.
GPOV - The Most Authentic Way To Look At All Your Service Interactions
Anticipation - The Magic Ingredient Of Great Customer Service
What Are Lead & Lag Measures, Why You Need Them & How To Make Them Work
Why You Need "What It's Not" In Your Customer Service Design & Processes
Create Customer Personas & Go Through All Your SOPs To See How To Improve The Experience For That TG
'We Gather Here Today'.... Why Pre-Mortem Can Make Sure Your Projects & Processes, Survive & Thrive
Using The Competition To Get Better. This Is What You Should Be Doing
The 'ShowRoom Of The Day' Concept & Other Amazing '1 Thing' Ideas To SuperCharge Your Processes
Your No 1 Priority As A Leader: Choose The Right Metric, Make It Your Team's North Star
What's Not Going To Change? The Simple Yet Effective Method To Future-Proofing Your Business
Gemba A Managerial Super Power. What it is, Why It Matters & What You Need To Do
A Guide To Becoming An Email Champion @ Work. 7 Actionable Insights & 12 Best Practices Inside
Success Lists Are What You Need. Put this on your To-Do List!
Are You Obsessed? 10 Ways To Become A Customer Service, Obsessed Leader
Why Small Experiments Are So Powerful For Your Career & Customers. Start Today
As A Leader Build Trust, Everything & Everyone Else, Will Follow
IPOT & ISPT - 2 Perspectives To Empathy Explained With Real-World Service Examples
The Zone of Proximal Development & Some Ideas On What To Do With It
Everything Is Created Twice. A Step-By-Step Approach To Envisioning Amazing Services WIth Your Team
How To Put The SODOTO Method To Fabulous Use In Hotels & Service Industries | SODOTO is See One, Do One, Teach One.
Why Reciprocation is a Powerful Influence Tool & Ideas On What You Should
What Does Working Smart Mean For You & Your Team? | To work smart means to maximize the value of your work by selecting a few activities and applying intense targeted effort.
Performance is a function of effort (motivation) and talent (ability) | Anyone's peak performance is their talent. Anyone's typical performance is effort. Continuous performance, consistent performance, needs both Talent & Effort. You can help your team and yourself improve both.
The Forgetting Curve, What It Is, Why It Matters & What To Do
A New Moment of Truth Gap | A new Moment of Truth Gap is the time it takes from having ordered something and receiving it.
The Netflix 'Play Something' Feature & What You Should Now Start Offering Your Guests
The Frequency Illusion. Ideas On How To Use This Amazing Psychological Process Proactively