The Power of Presence for Creating Guest Experience - Micah Solomon
Update: 2024-09-04
Description
In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.
Listeners will learn:
- The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43 )
- Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43 )
- Avoiding overused questions and instead asking fresh, engaging questions (04:26 )
- The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00 )
- The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25 )
- An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18 )
- The importance of recognizing when it's not the right time for a "wow" experience (09:13 )
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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