Lead in the Moment

Driving results by embracing the moments that matter.

0 notes

What is Your Motivation?

What is Your Motivation?

Do we ever stop to think about the reasons one becomes a leader? I think about the different perceptions about leadership – everyone sees a leader in a different way. I used to believe that leadership consisted of an individual person who was “in charge”. This person was like a character in a movie – someone strong that could make decisions and take action to ensure everyone was taken care of. I…

View On WordPress

Filed under Communication Customer Satisfaction Customer Service Employee Engagement Employee Motivation Employee Relations employees executive level guest service Leadership Management Organizational behavior Organizational Development Self Awareness Servant Leadership Service service industry service provider

0 notes

Don’t Ask Me, I’m Just the Salesperson

Some days I just like to blog about things that amaze me. The following story is true – I couldn’t make this up! As a former salesperson, I am truly amazed by this conversation between a salesperson and the customer.

A friend of mine received a phone message from a salesperson asking her to return the call otherwise they were going to lose coverage on a product they were utilizing. Although…

View On WordPress

Filed under Client Relations Communication customer customer feedback Customer Satisfaction Customer Service Customers Product Knowledge Sales

0 notes

The Price of an Opinion

The Price of an Opinion

I was shocked the other day to read an article about a hotel in New York that added a clause to their wedding contracts that prohibits anyone associated with an individual’s wedding to post a negative comment or review on any online site, such as Yelp. If they or any of their guests posted a negative comment about the hotel, the hotel would deduct $500 per comment from their deposit. I found this…

View On WordPress

Filed under Client Relations contracts customer feedback Customer Relations Customer Service Customers events guest service Hospitality Industry Hotels Leadership Management Service service industry service provider social media weddings

0 notes

Outside the Zone

When was the last time you did something really scary? Maybe not jump-out-of-an-airplane scary, but something that put you way outside of your comfort zone. How did this make you feel? Were you relieved when the experience was over or did you revel in the excitement of doing something new and scary?

I believe we could all agree that doing something outside our comfort zone is uncomfortable at…

View On WordPress

Filed under change Comfort Zone Communication Employee Engagement Employee Motivation Employee Relations employees Fear Fear of Failure Leadership Listening Management Organizational behavior Organizational Development Self Awareness Service service industry service provider Teamwork Training

0 notes

What is Your Excuse?

What is Your Excuse?

I was reading an article recently about a car rental company who rented a car with expired tags. Inevitably, the car was pulled over and the guests were given a ticket. They spoke with the rental agency who assured them the ticket would be taken care of and they did not need to be concerned.

You can probably see where I am going with this – the guests were continuously charged for the ticket,…

View On WordPress

Filed under Client Relations Customer Relations Customer Service Customers employees guest service Hospitality Industry Leadership Management Organizational behavior Service service industry service provider Training

0 notes

Weeding Out Negativity

Negativity – it can infiltrate an organization like the weeds in my flowerbed. How many times have you encountered that one employee who has a gift – a gift of spreading negativity to all of the employees throughout the organization? Just like the weeds populating themselves in my flower bed – they root in one place, then move on to the next place, and so on until the entire area is covered. And…

View On WordPress

Filed under Communication Customer Service Employee Engagement Employee Motivation Employee Relations employees guest service Leadership Listening Management Organizational behavior Self Awareness Service Teamwork Training

0 notes

Under New Management

How many times have we seen this phrase posted on the outside of a business? Does this really change our perception about an organization if we know that someone new is in charge?

When a new leader takes over an organization, does this make a difference to employees? As a consumer, when we learn a business is under new management we typically expect big changes to take place. When a new leader…

View On WordPress

Filed under Client Relations Customer Relations Customer Service Customers Employee Motivation employees guest service Organizational behavior Service service industry Teamwork

0 notes

Over the Top Service

When it comes to customer service, do you take pride in your friendly, open personality? Do you really connect with your guests, accommodating them in the manner in which they desire? Are you viewed as the epitome of customer service – effortlessly meeting the needs of everyone?

What about those people who also believe they are taking care of their guests but end up really annoying them? Sure, I…

View On WordPress

Filed under Customer Relations Customer Service Customers employees guest service Hospitality Industry Listening Passion Self Awareness Servant Leadership Service service industry service provider

0 notes

A Family Thing

The family business…they have existed for centuries with great success.  Although we might recognize an organization as a “family” business, it is likely that you will employ those who do not share your DNA.  How does employee motivation factor into your organization?  This creates an interesting dilemma - how do you keep your employees motivated when it is common knowledge that they will have the ability to progress only so far within your organization?  Better yet - how do you keep them motivated when they are tasked with teaching the next generation of family leadership?  I am not sure how I would feel about this, putting in your time for an organization knowing that you will never get to the level you want because you have the wrong last name.  What is your take on this?

0 notes

What is your Joy?

What makes us joyful?  This is a question that we don’t ask ourselves enough in our hectic lives.  I recall a song we used to sing in Sunday school when I was a little kid.  “I’ve got the joy, joy, joy, joy down in my heart.”  I used to wonder who or what put it there?  Did someone come along and say, “Hey, here is your joy, put it in your heart.”  Or was it just a feeling that came over you when something good happened? 

I don’t believe I truly understood the idea of joy until I became a young adult.  Sure, I was comfortable with the idea of happy, and I am basically a happy person by nature.  But pure joy was something I probably felt as a small child and then truly understood later in life.  I now see joy as those moments in life when you find pure happiness that just comes along, the feeling that your heart is just overflowing with joy.  Of course the big moments in life bring us joy - such as the day I married my husband along with the days we adopted our children.  Events such as those make it easy to understand pure, unadulterated joy.  There are also moments that bring joy that just sneak up on us.  Watching our daughter play outside in the snow when she thinks no one is watching - she is simply joyful.  Hearing the laugh of our 2 year-old when he finds something funny - a happy, joyful noise. 

Where do we find joy in our everyday lives?  When we are faced with the problems that accompany adulthood, are we too jaded to look for the simple joys in life?  Do we consider just being happy enough for us?  I bet if we were able to block all of the outside “noise” in our lives, we might just be able to find the joy down in our hearts.