Steve Curtin
Steve Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He wrote the book to address the following observation: While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employers. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service.
Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the...
Today’s blog post is a part of a series that I will be sharing over the next couple of weeks...
Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I...
Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I...
Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near...
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a...
This is the eighth, and final, post in a series aimed at supporting the efforts of leaders, managers, and supervisors to create an inspired...
This post is the seventh in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...
This post is the sixth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...
I came across a WSJ article this week titled Why Is Everyone So Unhappy at Work Right Now? The article mentioned the well-documented tension between the...
From time to time, I get a question similar to this: “What do you do if someone doesn’t buy-in to the company mission or purpose...
This post is the fifth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...
This post is the fourth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...
Earlier this week, I posted the first blog in a series aimed at creating an inspired workforce. I will share additional posts over the coming weeks...
Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders,…
Over the next several weeks, I will share several blog posts to support the efforts of leaders, managers, and supervisors to create an inspired...
On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior.Enforcement: the act of compelling…
Stephen Covey used to tell a story comparing principles to lighthouses. The moral of the story was that you don’t break principles. You break yourself…
Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can…
Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives:Reveal the totality of employees’ job roles.Connect daily…