We're Making Headlines

It's nice to be noticed - in trade publications, on web sites and in other media outlets. So when others take note of what we're doing, first we jump up and down a bit, then we post it here.

Take the Mystery Out of Missing Rental Opportunities

Equipment rental company leaders recognize that the phone is their pipeline to customers. Mystery shop calls allow those leaders to assess how customers are being treated and thus make necessary changes to capture as much business as possible. Read more

Five Easy Steps to Make Your Staff Feel Secure in an Unstable Economy

Whether it's a down economy or a slower travel season, job security helps staff perform their job with a purpose and a dedicated commitment to the company. Read more

Five Effective Ways to Make the Most of a Hotel Renovation

If your hotel's property and amenities are not available or in a state of disrepair, the customer experience will likely diminish, but there are several ways to manage this temporary inconvenience. Read more

Proving Trainings Worth in the Annual Budget

It's not uncommon to be apprehensive about determining how to spend your company's limited resources in a way that provides the biggest "bang for your buck." Learn how to plan, budget and show a return.  Read more

Are You Ready for an Economic Bounceback

Look to the future with thoughts of increased rental or sales and less-full lots. What can you do now to prepare for busier times? Read more

Training: The Race is Never Over

If you think you've reached the finish line in regards to training and professional development, then you've already lost the race. Read more

Front-end Alignment Isn't Just for Cars

The first experience a customer may have with your property is likely not at your front door. It's with your reservations systems. Keep agents and operations aligned with regular calibration training. Read more

How to Keep Customers for Life

If you want to stay ahead of your competition, start by improving your company's customer experience with legendary customer service and sales. Read more

It's Time to Focus on the Phone

Most agree that nearly every aspect of reservations center operations has changed except one - the human factor. That's why agents need to maintain compliance to a structured process. Read more

Creating Lifelong Customers

Although this should be every company's goal, a realist might say there is no such thing. Regardless, what you believe, always strive to build loyalty so your customers always think of your company first.  Read more

How to Deter Negative Online Reviews:  Don't Let the Customer Leave Unhappy

In an era where ever guest is a travel critic, how can a hotel combat negative reviews on Web sites, blogs and social networks? Read more

Forecast for Effective E-training

Effective e-teaching, much like e-training, can be done as long as adjustments are made in your teaching style. Read more

Catering to a New Breed of Business Travelers - Not Just "Suits" Anymore

Hotel staff must anticipate and respond to a younger generation of corporate travelers with more than just service and amenities. It takes an experience at every turn. Read more

The Last Impression:  Why Check-out is Just as Important as Check-in

Too many times hotel staff are merely trying to "make room" for the next guest during the check-out process, but it's important to create a positive and memorable last impression in order to keep guest coming back. Read more

How to Make Hotel Guest Feel Like They're Getting More for Their Money

From the front desk to the housekeeping staff, there are simple steps employees can take to create a memorable customer experience and capture repeat customers in a lagging economy.  Read more

New Management, New Work Style, Same Staff

Adjusting to a culture shift is never easy, but leaders can make it a much smoother process with preparation and by taking the time to plan, listen and communicate. Read more

Improving Employee Morale with Training

With the workload for many rental companies slowing, budgets shrinking and staff leaving, it's more important than ever for those employees that are left to remain engaged and motivated. Read more

Ask the Right Questions

There is no debating that the more you know about a customer, the easier it is to close the sale, so use the right question to build relationships. Read more

Little Known Ways to Impact Occupancy with Killer Customer Service

By focusing on the customer and consistent providing legendary service, your hotel can become part of your customer's "evoked set" allowing you to capture more business and impact occupancy rates. Read more

Managing the Customer Experience During Troubling Times

With the right customer service technique in place, it's possible that your hotel's inconvenient or emergency situations may not negatively impact your guests' stay. Read more

Consistency is Key to Delivering Legendary Customer Service

Simple moments of delivering excellent service aren't good enough, which is why consistency remains a top concern for rental managers and their teams. Read more