Saying “No”

Saying ‘No’ with Grace According to a recent study of guests at 5-Star Resorts in Europe, the three most significant, positive employee behaviors that impact the guest experience are: Being polite and cheerful Making the customer feel special by anticipating needs and providing relevant surprise and delight, which is tapping into their unidentified desires Being knowledgeable enough to answer questions confidently The two most significant negative behaviors are: Being sulky or moody Giving negative answers to requests The good news for us is that delivering on the positive behaviors, while avoiding the negative behaviors, costs us exactly $0.  So let’s… Read more »