A Hilton Embassy Suites that puts “hospitality” at the heart of its customer service
Last month, I wrote about a not-so-hospitable Hilton Embassy Suites experience. This week, I will tell you about an awesome encounter at the Hilton in Oxnard, CA. Yay, I FINALLY have a great customer service story to share!!! Real World Story: I’m staying at the...
Let Us Give Thanks!
Two thousand twenty-one is nearly over and much has happened in the last 11 months—good things and not-so-good things. The good things have given us great memories, no doubt. The not-so-good things have helped shape us to be stronger and more resilient. May we...
Customer service that takes “hospitable” out of hospitality
Real World Story: As a CSI (Customer Service Investigator) who helps clients learn to JUMP for their customers, I jumped at this opportunity to send the Hilton Embassy Suites’ general manager a message in which I explained that most Hilton properties hire people who...
How Technology Alone is BAD Customer Service
Have you noticed the latest in-dining restaurant trend in which ordering food is done ONLY via a smartphone app or by QR code scanning? Sounds like a genius idea for proficiency and accuracy, doesn’t it? Well, I can tell you that not all restaurants combine this...