Guest Experience Lessons from Your Mother

Lee Cockerell, former executive vice president of operations at Walt Disney World, is one of the most fascinating people in the hospitality industry I have had the pleasure of speaking with. Even with a well-deserved worldwide reputation as an expert on leadership, management, and customer experience, he is quick to point out his mother’s influence Read more about Guest Experience Lessons from Your Mother[…]

Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints

It’s not all blue sky, sunshine, and clear sailing for your typical pirate crew. Sometimes, you’re going to have a bad day… It seems like Captain Jack Sparrow has more than his share of bad days; but then again, nothing ventured, nothing gained. He has a unique philosophy about problems: There’s an instructive lesson there Read more about Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints[…]

The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

Are You Ready for an Audit – a Guest Experience Audit?

During the spring of my junior year of high school, I was completing a typing class (yes, that was a thing back in the dark ages). My teacher also happened to be the teacher of the Accounting class, and one day I happened to have some spare time, and I used it to flip through Read more about Are You Ready for an Audit – a Guest Experience Audit?[…]

How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass

Jack Sparrow’s compass is undoubtedly my most favorite Pirates – Guest Experiences connection. Introduced first in “The Curse of the Black Pearl,” and featured in every movie since then (even teased several times in the most recent trailer to “Dead Men Tell No Tales”), it is perhaps the most important part of Jack Sparrow’s “effects.” Read more about How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass[…]

The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate

As navigators on the seas, pirates are adept at using a chart containing a map of the ocean and coastline, usually with a distance scale and other clues on it. Additional information like water depths, location of hidden reefs, and direction of the current is often found on charts. Then there’s maps – as in Read more about The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate[…]

X Marks the Spot – Lessons from a Pirate about Guest eXperience

When you hear the word “pirate,” several mental images will come to mind. Surely one of them has to be a treasure map marked with an “X.”   As referenced in last week’s post, Walt Disney’s 1950 movie Treasure Island had an enormous influence on popular perceptions of pirates – including the treasure map marked Read more about X Marks the Spot – Lessons from a Pirate about Guest eXperience[…]

Great Guest Experience Teams Pay Attention to What’s Out of Sight

…at least, out of their line of sight. Spatial awareness and quick reactions aren’t just characteristics of great athletes – they are absolutely necessary to exceeding your Guest’s expectations. Micah Solomon, a leading authority on customer service excellence,  always has great advice – both in a regular column at Forbes.com and his books Exceptional Service, Exceptional Read more about Great Guest Experience Teams Pay Attention to What’s Out of Sight[…]

When It’s Everybody’s Job, It’s Usually Nobody’s Job

Recently my family went to one of our favorite “special occasion” restaurants because the food, atmosphere, and service are always enjoyable. It was around 7 PM on a Friday night, and with no reservations, we expected to wait. However, by the time I had parked the car after dropping them off, they were seated and Read more about When It’s Everybody’s Job, It’s Usually Nobody’s Job[…]