The ATTITUDE of Awesome Hospitality™
Hospitality comes from the Latin term philoxenia, or ‘the love of strangers.’ And stranger is defined as ‘someone with whom you have not yet been acquainted.’ Therefore, your objective as a builder of...
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Come to My Bad Sweater Party!
“Hey Scott, would you like to go to a Bad Sweater Party this weekend?’ ‘A what party?!’ I said. ‘A Bad Sweater Party. Wait a minute…you mean to tell me you’ve never been to a Bad Sweater Party before?’...
View ArticleFirst Words Make (or Break) First Impressions
‘Next!’ ‘Checking in…?’ ‘Here or To-Go?’ Isn’t it frustrating when those are the first words that come out of a front line employee’s mouth? As if they didn’t want to take the time, or couldn’t care...
View ArticleHave We Met Before?
You see him from across the room. You know him, but you can’t remember how you know him. Now you have a problem: you want to break the ice but your uncertainty is holding you back. Uh oh, he’s heading...
View ArticleThe Oing Model
Last week I spoke to the Greater St. Louis Dental Society. My session was filled with primarily hygienists, receptionists and chair-side assistants. We explored something I call The OING Model. OING...
View ArticleThe ACTIONS of Awesome Hospitality™
Now that you have a better understanding of The Attitude of Awesome Hospitality™, (read that original article here) it’s time to put those concepts to work through your Actions of Awesome Hospitality™....
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Hey…Who's the New Guy? Make Guests and First Timers Feel Welcome
The New Guy is a person we all know. And regardless of age, gender, race or personality – spotting The New Guy and stepping onto their front porch is your duty as an existing member of any...
View ArticleNametag 101: Learning Comes from Discomfort
Let the truth be known: I HATED wearing a nametag 24-7…for about the first six months. I was stared at. I was ridiculed. I was called horrible names.I was even challenged to a couple of fights! And...
View ArticleGreet to Great: 3 Ways to Master the Welcome
Are you a Master of the Welcome? Hope so. Because the first words out of your mouth frame the entire customer experience. Consider these two facts: 1. According to The Wall Street Journal from February...
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