Now on Amazon.com

My book is now available on Amazon.com

This is so cool. :)

X-cellent Guest Service on Amazon.com

The Book Is Ready

My book, X-cellent Guest Service, is now available.


This book contains all the information I presented at my X-cellent Guest Service seminars. It covers the information about Generation X as it applies to the hospitality industry and it gives suggestions and advice for improving guest service at your hotel or restaurant.

It even includes my secret three rules for any situation. These three rules will give anybody at your hotel or restaurant the guidelines and power to handle any situation that comes up in a way that will keep a happy customer without causing damage to the business. It was these three rules that helped me take a 30 year old hotel and restaurant from the mid 50% brand ranking to the top 5%, beating out many newly opened hotels of the same brand.

Follow the link below to order a copy of X-cellent Guest Service.
https://www.createspace.com/3331991

Change The Beliefs to Change The Behavior

To effect change, whether it is in business or in life, one of the key elements is to change a behavior. You want your staff to deliver better service to your customers you need to see to it that they behave in a manner that will be appreciated and desired by your current and potential customers. Your staff needs to act the right way, they need to speak the right way, they need to conduct themselves the right way, they need to present themselves the right way. It is all about their behavior when in contact with the customer.

What drives behavior? It is the beliefs a person have in their mind that influences their actions and the things in their world. Everything we see, touch, smell, and hear are all filtered through out brain by our beliefs and result in the actions and behaviors we manifest. Change the beliefs and the behavior will change along with it.

One of the best ways to train or teach is by repetition. Think of any new “thing” you had to learn at some point in your life. Riding a bike, or driving a car, you may have made a few mistakes along the learning process. But, as you found ways to complete the process, without the mistakes, you eventually achieved success. It took practice; it took repeated attempts before you finally did it. Then after doing it more and more it eventually became a habit. You could do it without thinking about all the little details involved, the details that you once made mistakes on when first learning how to do it.

We create our world based on the way we interpret the information coming into our brain. How be believe a thing to be true is how it will be for us. The law of attraction says that what we are mentally, and vibrationally, (consciously or unconsciously) in alignment with is what will manifest in our life. If you want to improve the customer service in your business, then your staff needs to be in alignment with that desire.

Now let’s put these together. Repetition and consistency in training your employees, or in dealing with colleagues is important because you want to change their beliefs. Once the belief system is changed and they are acting, or behaving, in alignment with this new belief, then all the desired goals connected to the new belief will be achieved.

So, consistency in training, or in dealing with employees or colleagues, is important because you want to change their belief systems. Once the belief is changed then all the goals will be achieved by virtue of the law of attraction.

Book Hit a Snag

The publishing of my book, X-cellent Guest Service, hit a little bit of a snag.

It might take a little longer then anticipated, but it will come out as soon as I can get it out.

Please be patient.

X-cellent Guest Service Coming Soon

My book, X-cellent Guest Service, is getting closer to reality.

The cover design is being worked on and it should be available in a couple of month.

Keep checking back for details as I post them.

She Couldn't be Bothered

Well it happened again, just as it does every six months or so. The screen in my electric razor got a hole in it. So, it is time to go to the nearest major superstore to buy new screens and blades for my razor.

The store I went to has a name that starts with a W and ends with a T. I went to the department with the razors and found the package I needed. It was in a locked case. I guess they need to keep the small packages that sell for nearly $30 locked up to prevent shoplifting. Anyway, I needed it so I could shave the next morning so I started to look for somebody in uniform to help me.

Luck seemed to be on my side that day because there was an employee in the very next aisle and she was just around the corner from the locked case. Wonderful, I must have a horseshoe in my pocket.

I politely excused myself for interrupting her shelf stocking and explained that I needed a package out of the razor case. Her reply was “This is pharmacy, that is health & beauty. You’ll need to find somebody else, somebody from health & beauty. Try by the back wall.” And she went back to her shelf stocking.

Well, I sort of lost my politeness after the way she treated me, the customer, with an attitude of indifference. She couldn’t care one way or the other if I got what I needed or not. Apparently it wasn’t her job to help customers find what they are shopping for. Her job was to stock the shelf and not be concerned about customers.

As I walked away, toward the back wall as I was instructed, I repeated the directions she provided to the friend who went to the store with me. I repeated the directions a bit louder than I needed to. I was actually upset and felt that my business with that store was not important. It was a 45 minute drive to get to the store, I really needed the razor parts, so I was not willing to just leave and shop elsewhere.

I did find a very nice lady who even asked about my health as she walked with me to unlock the case. After spending a minute with her I felt much better. The first woman, as part of her service to a customer, should have said she was sorry and she does not have the key for that case. It would have been better had she offered to find the person who does have the key. It would have taken her one and a half minutes at the most to find the nice lady and go back to stocking the shelf. And think how much better I would have felt about shopping at that store.

Customer service is doing small things that make a big difference to the customer. It doesn’t have to be extravagant displays of going out of your way to provide outstanding feats of service. All it takes to provide excellent customer service is kindness and showing you care about the customer. Just do a small thing that will make life just a tiny bit better for the customer. That’s it. Do that and you will be a service champion.

Screen Captures of the Toolbox

I added some screen captures of three items from the Hotel Manager's Toolbox.
- Daily Sales with F&B
- Daily Tracking
- Declining Balance

Now you can see what some of the spreadsheets look like.

Check out the screen caps.


Also, on my Free Goodies page, there is one item from the Toolbox you can download and use right now.
- Forward To GM

This is intended to be used at the front desk, or any location with direct guest contact, when a guest has a comment or an issue. Sometimes the guest wants to feel that their comment, or complaint, is going to be heard. This form has "Forward To General Manager" placed boldly across the top. The guest knows his comment will reach the GM.

Go to my Free Goodies page to get this free form.