Uplifting Service - Blog

Selecting Uplifting Service Stars

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A young man I have known for several years was recently hired to work the front desk at a major hotel. Based on my experience with him I know he will do very well in this position and business. In his short tenure he has already impressed his managers with his service to guests. Did this hotel get lucky or do they know how to find the best service talent?

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Best Practice is Not Good Enough

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Many organizations are eager to learn and implement best practices. However, simply trying to replicate what works in another organization is bad practice. Wal-Mart’s much-publicized $1.85 billon mistake is a timely reminder.

So, what went wrong?

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Benchmarking Inside and Out

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Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as well.

What do you want to do better? What do they do exceptionally well? What best practices have they adopted? How are they changing and preparing for the future to maintain their leadership positions?

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