Steve DiGioia

6 Reasons Why Senior Managers Get So Soft

Remember that guy you used to work with years ago, the one that was always "burning the midnight oil", and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would...

How Do We Monitor Our Hotel Staff?

You have hired a few new employees; whether they were a waiter, bartender, front desk agent, cook, etc., so what is next? You put them through your usual training program and now they are "on the floor" working on their own. A...

The Five Best Ways to Deal With An Upset Customer

Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service. It is a situation we never want to deal with but know we must. "There is a lady out front that is...

Gain The Respect Of Your Team By Being Wrong

As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How...

5 Phrases That Should Never Be Used in the Customer Service Business

"Customer Service" is a term that too frequently is used as a catch-all for the experience received or given in today's business world. But what customer service is to me may be different from what it is to you and what you expect,...

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