We like to talk about features and functionality in our platform and the industry.
We’ve had a bit of a content blitz to close out the year at Monscierge. Over the last week we launched a brand new website (welcome to our new space!), a video starring Novotel’s Virtual Concierge, and the Winter 2013 GEM Report. I am continually delighted with the talented efforts of the various teams whose work I get to share, and along with tremendous innovation and growth in product development, this year has been no exception. This is my last post of the year, so I will leave you with my favorite piece of the GEM Report, Dante Crisafulli from Hyatt Regency Clearwater Beach and the makings of a classic concierge: Skilled Listener: I love the idea of listening as a skill. A skilled listener can pick up on the slightest hints, which can in turn be used to surprise and delight your guests. Charismatic Personality: A charming personality makes your concierge approachable and goes a long way toward the comfort of your guests. True Helper: Find someone who truly desires to help others. A genuine spirit of helpfulness makes this more than just a job, and that attitude will shine through for your guests. Invested Staff Member: This goes …
Is public “brand shaming” ever a good idea? Maybe not, although I came across a story yesterday that may yet prove otherwise. A deli owner in Texas shut down his store after hearing numerous complaints about customer service. Employees are going to be trained in service, food prep, and cleaning, and the store will reopen after the “attitude adjustment” (according to the billboard outside). It reminded me of when Dominos poked fun at themselves for what was apparently bad-tasting pizza, and (very publicly) made a turnaround. There are some very positive benefits that may come from this kind of drastic brand turnaround. First, you almost have to get better. In both examples I mentioned, the owners and manage have put themselves in a position to get results “or else.” I’m guessing that as long as staff is loyal and willing, any brand would emerge victorious. There is also the matter of publicity. Not only is your story interesting and contagious, but you are gaining another step ahead because you’ve made a significant promise to do something well. Not to mention the return of former customers who come back when they hear what you’re doing. And finally, there is the matter …