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How often do you approach your frontline employees to get their perspective on new initiatives, systems and how things are going in general?  If your answer is rarely or never, you might want to consider making it a common practice.  Countless studies have shown that when employees are included in the decision...

In a time where instant gratification is growing and growing and attention spans are shrinking and shrinking, it is more important than ever to sharpen up and polish your hospitality skills.  Now, don’t get me wrong, getting things done quickly is, in most cases, a very good thing.  Who wouldn’t want to be able to...

What are your expectations of your frontline staff members when it comes to cross-selling products and services?  Do you encourage them to look for every opportunity to offer products and services to meet the genuine needs of your customers/members?  If so, that is fantastic!   Are you positioning your frontline...

My grandparents made sure that everyone in our family understood that having the opportunity to work for someone was an absolute privilege and to not take it for granted. During the Great Depression, my grandfather and many other Americans lost their jobs and struggled to find work to provide for their families....

After wrapping up another week of training with an incredible group of professionals in our Loyalty Plus ™ Member/Customer Loyalty training, I wanted to share one of the activities in which workshop participants took part.  One major theme of the Loyalty Plus ™ training is that in order to have incredible “above...

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