Blog

The Treasure of True Grit

“Tell me about a time when you failed, and what you learned from that experience.” Think of the most successful employees you’ve ever worked with, or the individuals you’ve mentored who excelled the most, or the leaders you’ve studied who seem to achieve every goal they set for themselves.  Undoubtedly, a common thread between all… Read more »

What is TURNOVER costing you?

written by Leigh Ann Teubert Director of Client Relations – Horizon Hospitality No one likes change in staff, including your customers!  When a guest walks into your operation and sees the same happy people, it increases their feeling of comfort and confidence and makes them want to come back again; or better yet, tell all their… Read more »

Creating a SERVICE Culture

CULTURE is a key ingredient for the sustainability and prosperity of  all private clubs.  Creating an adaptive culture that is aligned to business goals and objectives will provide clubs with the ability to significantly outperform their competitors and prosper with both membership growth and retention! Accelerated performance is caused because the group (i.e. the club management team and hourly staff)… Read more »

Creating a Culture of Retention

Offices everywhere are full of eager employees poised for fresh starts! There is recharged enthusiasm for conquering previously unconquerable projects. Time with family and friends has allowed for the creation of elaborate dreams to assist in the accomplishment of elaborate goals. In corporations around the world, the New Year brings a revived optimism for all… Read more »

Hiring for Attitude

When you’re making the decision on whom to hire- how much weight do you put on “attitude” vs. skill or experience? The importance of “attitude” in a service-oriented environment: As you look to hire and train your new employees, your overall goal is to prepare them to have a positive impact on the customer experience… Read more »

Measuring Employee Engagement

With the competition for loyal customers ever rampant, one of your key differentiators is the service provided by your employees.  Next to an extremely satisfied customer, your employees are your greatest customer loyalty tools for your business.  Their level of engagement and satisfaction has a direct impact on how the experience received by your customers.… Read more »

What Do We Give Up For Service

Recently I was on my favorite website planning a get-away vacation as a Valentine’s Day gift for my husband.  He picked the location and my job was to find a hotel – no pressure.  In a click of the button I had all kinds of options with all kinds of information.  Rates, availability, amenities, photos,… Read more »

Lessons from an Undercover Boss

What We Learn from an “Undercover Boss” (article by Catherine Loudon) While I’m usually opposed to watching “Reality TV”, I couldn’t stop my curiosity last night with the season premiere of “Undercover Boss”.  In this episode, Rick Tigner, President of Kendall-Jackson Wine Estates, goes undercover in the front line roles of his organization.  In watching,… Read more »

How Companies Keep Top Performers

Keeping these people engaged from day one is the challenge.  So how can you be positive and create an atmosphere that will build commitment and engagement? Employees who have gone through some sort of onboarding process — one that is more than the usual paper-processing bureaucracy — report feeling better connected to corporate strategy and… Read more »