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Bill Quiseng

Bill Quiseng
Bill Quiseng is an award-winning hospitality leader and recognized customer service expert. He speaks and writes on customer experience, employee engagement, and leadership. Bill has over thirty years of luxury resort/club management experience. Bill served as general manager of The Inn at Bay Harbor - A Renaissance Golf Resort, MI. Under his administration, The Inn at Bay Harbor was recognized as one of the World's Best Hotels by Travel+Leisure Magazine.

Lessons from the Pandemic to Improve Your Customer Experience Now

Source: Adobe Stock When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then...

Social Media is Bad for Customer Service

Source: Adobe Stock Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are...

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Source: Adobe Stock Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are...

Leadership Mantra for New Managers: Connect. Inspire. Empower.

I originally wrote this post for Sold Magazine. I’ve made some revisions to the published version. “How long employees stay at a company, and how productive...

Holly Regan: Richard Branson-Style Tips to Empower Your Customer Service Team

A while ago I had blogged about using the CASE Method to improve your company's customer experience. CASE stands for "Copy and Steal...

Nick Meiers: Using Kano Analysis to improve guest satisfaction

If you have ever heard me speak about customer service, you know that I believe you should CASE (Copy and Steal (or save) Everything)...

Don’t expect C-level execs to get the value of customer service

Often after one of my presentations, an attendee will approach me to tell me of a terrible customer experience with one of the big...

I Know Ritz-Carlton and You’re No Ritz-Carlton

We are Ladies and Gentlemen serving Ladies and Gentlemen. Ritz-Carlton Motto We recently decided to visit a golf resort here in North Michigan. It touted…

One Employee Will Kill Your Business and You Won’t Even Know It When it Happens.

The reputation of a thousand years may be determined by the conduct of one hour. Japanese proverb. According to a study conducted by the Rockefeller...

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