Airline Hospitality

Airline Hospitality and my Holiday Celebration YPPE #6

Fifteen to twenty times a year, I have one of the great experiences of modern day customer service: I fly on an airplane. I won’t mention the specific airline because, well, it could be almost any one of them and I certainly don’t want to play favorites…. or unfavorites. My only wish is that during[…]

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“Working Smarter” Operative word is WORK! YPPE #5

Today, I want to talk about this concept that is tossed around so frequently in the workplace and in our lives that I think we misunderstand what it means. It’s time to talk about, yes, working smarter. Facebook Twitter Google+ LinkedIn

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Consumer Centricity, Customer Service, and 8 Laws. YPPE#3

If you are customer centric, if your company is customer centric it goes far beyond actual customer service. Being truly customer centric reflects your ability to show customer oriented leadership, it shows your ability to understand your customer. You have designed the experience they have for THEM, you empower them, you put them first, you[…]

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SWOT? No, SDOO. Let’s talk STRENGTHS! YPPE #2

With the new year already in full swing, most of you have put together either resolutions, goals, or plans OR some variation of all of those. And while we business planners reinforce important things like our vision statement, set new goals, play with the budget and finances, and carefully design our action plan; we ignore[…]

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Optimism and 2018 YPPE #1

So here we are, saying good-bye to 2017 and look to the coming year with hope and anticipation. Honestly, I can’t help but to think it’s going to be an excellent year. The question, then, becomes: How do I (I meaning you, me, anybody) make it a better year, or at least have it be[…]