Monthly Archives: May 2012

Listening is MORE than Hearing

Posted on May 22, 2012 by scoscia

A person’s mind-drift experience can happen to almost anyone. Minddrifting (or mental wandering, wandering mind, daydreaming, la-la land, etc.) is a cognitive phenomenon in the brain wherein one’s attention becomes distracted from the task at hand and strays into unrelated … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , , , , , , , | Leave a comment

Dreaded Morning Service Calls!

Posted on May 17, 2012 by scoscia

Most people begin their morning with a positive attitude. Each new day brings a sense of optimism and fresh opportunity.  The key to a productive day is, don’t lose your positive edge. Service professionals will encounter an infrequent early morning … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , , | Leave a comment

Tough Moms Build Character

Posted on May 15, 2012 by scoscia

Throughout my management career, I have maintained a level of toughness and inflexibility concerning best practices. Latent potential is something almost every one has in abundance, although allowing it to surface is hard to do on our own. Often someone … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , , , , , | 1 Comment

Knowing Your Stuff!

Posted on May 14, 2012 by scoscia

During a recent trip to a sporting goods super-store I noticed a flier on the counter, which advertised a sale on cross-training shoes. Since I do a lot of walking a worthy shoe discount is always welcome. I assumed that the shoe … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , , , | 3 Comments

Fincher’s Barbeque – Macon, GA

Posted on May 4, 2012 by scoscia

This is my first trip to Macon, GA.  This city makes a terrific first impression.  What’s not to like?  In Macon, there is rich history, delicious food, great music and charming people.  Did I mention the food? Prior to this … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , | Leave a comment

Hotel Check-In – The First Impression!

Posted on May 3, 2012 by scoscia

My last two Marriott hotel check-ins were less than stellar and both experiences lacked smiles at the registration desk.  The smile is FREE.  Guests want to feel as though you are happy to see them.  Guests want to feel like … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , , | Leave a comment

Macon Journal

Posted on May 3, 2012 by scoscia

Charming city.  Lots of trees, gardens and brick sidewalks.  I am here for a writer’s conference named; “Macon Whoopee.”  There is a nice easy-going momentum in the south.  Macon’s sidewalk cafes are wonderful. Last night I dined at The Rookery … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | Tagged , , , , , , , | Leave a comment

Procrastination can be an Addiction

Posted on May 1, 2012 by scoscia

Procrastination serves as a delaying mechanism so a person can avert being judged or criticized on their work output or their project or whatever must be completed.  Delaying action feels good for the short term; so good that it can … Continue reading →

Posted in Customer Service, Hospitality, Management, Uncategorized | 1 Comment