Notice What’s Right
Where do you spend your time– focusing on what is right or focusing on what is wrong? When you reflect on your last meal at a restaurant or the hotel you last stayed in, what comes to mind first?
Embracing Complaints Drives Customer Loyalty
Despite hardwired systems, mistakes can still be made. Therefore, it is vital to have a good service recovery process in place.
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EP5: Reignite Your Passion
All of us are energized by something. It’s up to us to dig deeper within ourselves to stay connected to our passions as we live through new experiences. Dr. Pilcher returns to her tennis days [...]
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Successful Leaders Communicate Survey Feedback
In education, we administer an engagement survey to employees that measures the extent to which leaders provide an environment that …
Apply Your Data as Feedback
Remember that feedback is not the same thing as ‘data’. Data is just raw information about how we are performing, like ‘92’ or ‘C-‘. Feedback is the insight we derive from the analysis of the [...]