Service by Linda Davis
In this constantly changing business environment, customer service can no longer be just a department. It has to be a mindset that the entire organization buys into.
Quality customer service can be your competitive edge. Many businesses can have the same products or services, but only the most successful have the service behind what they are selling. Coming from the hospitality industry, I know first- hand how important it was to have hotels create a seamless experience for our clients.
The front desk is your introduction to the property and that is the opportunity to “wow” the customer. Frontline employees need to know how to handle the unex- pected while maintaining a standard of excellence.
Leaders serious about creating a culture that is service-orientated need to ensure that all organizational members are on board. The larger questions are “What does this look like?” and “How do leaders go about creating this culture?”
continued on page 97 Mid-Atlantic EVENTS Magazine 93
Revitalizing the Passion for
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