For service businesses, the FRONT line is the BOTTOM line!

Our training takes a fresh new approach to customer service.  It focuses as much on how service providers take care of themselves, as it does on how they take care of their customers.  Only when the provider feels satisfied and respected in their role can they truly give the kind of caring customer service that will build loyal relationships with your customers.

Our programs bring personality, passion and pride into the presentation.  They not only deliver the practical real-world tools that make the job easier, they include inspirational insights from exceptional service providers

in a broad range of fields, and in a wide variety of interesting hospitality locations. They also provide extensive tips and techniques managers can use to keep the training alive from day to day.

What results are training programs that employees want to watch, and that ultimately results in better retention and motivation.

Does it Work?

Our programs have been extensively implemented and monitored in some of the biggest hotel chains in the world (and some of the smallest!). In every case significant immediate increases in customer satisfaction scores have been measured.

The Effects are Profound:

• Customer retention and repeat business go up
• Satisfied customers do your marketing
• Employee turnover goes down
• Employees recruit other viable candidates reducing your cost of hiring
• "Employer of Choice" status in the community attracts other viable candidates
• Losses to the bottom line due to poor service go down
• Training dollars leveraged and not wasted.

Not An Event!
Successful training can never be accomplished through a single “event."  That’s because it’s impossible to introduce training content and at the same time reinforce it. Creating a sustainable “service culture” requires a coordinated program that works over time, and on many levels.