Everyone loves a good story, you just need to read the pages of Hello magazine, or even our own trade press such as the Caterer to see that we like to hear about what goes on in people’s lives behind the scenes, and get a feel for the real person. And for any hospitality business […]
Last week I was hosting one of the Business Clinics at the Caterer and Hotelkeeper Business Summit in London. One of the sessions in particular stood out for me, from Jonathan Raggett of Red Carnation Hotels. He said that in a climate where many hotels and restaurants may be on a level playing field, one […]
A trip to my local garden centre yesterday was going so well. The girl who helped us knew her stuff and was very helpful in helping us find what I wanted. She went out of her way to suggest things and help us find them in the store. All great service up till that point. […]
Yesterday, we looked at the principles of building rapport, be that with customers, staff or suppliers within your hospitality business. Words What we actually talk about and the words we use will go some way to building rapport, so listen out for the terminology others use and try to use their terms rather than […]
Yesterday, we looked at why rapport is important. Today we’ll discuss how to get into rapport with your customers be they a hotel guest or restaurant diners or anyone else you deal with to a run a successful hospitality business. Think of people with whom you already have great rapport. What is it you do, […]
How is it that we are able to just ‘click’ with some people, and with others it’s a real uphill struggle? When I’m training I frequently get asked to help delegates establish rapport. In hospitality – whether you are in a hotel, restaurant, café, spa or conference centre, the ability to build rapport is key. […]
I swear I wasn’t the only one with a tear in my eye as we watched the closing moments of Dame Kelly Holmes’ two gold medal winning races and that proud moment as she stood on the medal rostrum to the sound of the National Anthem. The word she used to sum up how she […]
I love it when I get a call out of the blue…. Last week I was contacted by someone who attended an in house workshop for one of my clients….. 4 years ago. She’s since move companies and is now in a position when she needs some support. Remembering how much she got from the […]
I’m on a mission at the moment. To be able to get a decent cuppa when I go out! After a lovely afternoon tea with friends at the Savoy last week it brought home to me just how much of an opportunity we are missing in hotels, restaurants and cafes. The top hotels have truly […]
Depending on the nature of your target market you could use your mailing list to engage with your customers by sharing your knowledge. For example: Ask your head chef to provide a recipe of the month, tips on baking the perfect meringue or crusty bread, a buyers’ guide to choosing fresh fish recipe ideas based […]
Download my free book
"The 7 Common Profit Plundering Service Pitfalls that Unwittingly Leave Customers Feeling Unimpressed, Uninspired & Unloved"
