The MHEDA Journal - Second Quarter, 2015 - (Page 39)

CONVENTION UNIQUE EXPERIENCE SPEAKER Rock Stars Create Unique Experiences Enhancing your value proposition I BY JIM KNIGHT 've never been a big fan of mediocrity. Not in society and certainly not in any portion of my life. Yet, I see it everywhere. No matter where I go - in retail, auto repair, healthcare and even hospitality - I constantly experience blah interactions with businesses. So many companies are just delivering what I believe is boring, middle-of-the-road customer service. So much so, that it actually shocks me when I experience a memory-searing, positive moment with a brand. Beside the fact that I have taught guest service classes to literally thousands of people around the world, as a regular consumer, it pains me when I see something that could have easily been delivered in a spectacular fashion, with something as simple as a smile and an acknowledgement.  Yet, for some reason, it seems that these memorable moments happen today more as an exception than the norm. It would be so easy for an organization to differentiate themselves from their competitors from a service standpoint because so many others are not even trying. We could blame our service woes on the Convention Speaker global environment, point to the lack of qualified talent or even complain about the work ethic of today's workforce, but the reality is, we allowed it to happen...regardless of the excuse we use. As you can imagine, I tend to get fired up when I am around organizations that allow this type of blasé service to occur - mostly because I know it is 100% preventable.  I also could talk about forgettable (or even poor) service all day long and even provide some pointers on how to address it with the guests, but I'm convinced that it would only be the by-product that we would be addressing. If you really want to do battle against the mundane, we've got to go deeper into the internal company culture and start earlier in the Employee Life Cycle process. To truly make a difference in your company's service approach, you've got to revolutionize your Recruiting, Onboarding and Training practices. So, here are 6 high-level philosophies I would consider, for any business to enhance your long-term service value proposition...and not surprisingly, it's all about building a better team: The MHEDA Journal | Second Quar ter 2 015 39

Table of Contents for the Digital Edition of The MHEDA Journal - Second Quarter, 2015

President’s Perspective
From the Desk of Liz Richards
Editor’s Note
MHEDA University Calendar
Ask Your Board
MHEDA MEMBER PROFILE Cisco-Eagle, Inc. BY STEVE GUGLIELMO
@ WORK Sarah Fiola, Tri Lite, Inc.
INDUSTRY PULSE Second Quarter Projections
GROWTH AS STRATEGY How to strategically plan and execute a growth strategy BY JERRY WEIDMANN
THE BENEFITS AND HAZARDS OF WORKING IN A FAMILY BUSINESS Having it both ways – a successful business and a happy family. BY BUDDY SMITH
Exhibitors’ List and Floor Plan
Exhibitor Summaries
ROCK STARS CREATE UNIQUE EXPERIENCES Enhancing your value proposition BY JIM KNIGHT
WHAT DOES A WINNING SALES STRATEGY LOOK LIKE IN 2015? BY RYAN ESTIS
THE SHIFT: A FORCE OF CHANGE IN THE NEW WORLD OF WORK BY SETH MATTISON
THE SEARCH ENGINE AND SOCIAL MEDIA RELATIONSHIP BY BRIAN BLUFF
New Members
Spotlight on Association News
Index of Advertisers by Product Category

The MHEDA Journal - Second Quarter, 2015

https://www.nxtbook.com/naylor/DISQ/DISQ0418
https://www.nxtbook.com/naylor/DISQ/DISQ0318
https://www.nxtbook.com/naylor/DISQ/DISQ0218
https://www.nxtbook.com/naylor/DISQ/DISQ0118
https://www.nxtbook.com/naylor/DISQ/DISQ0417
https://www.nxtbook.com/naylor/DISQ/DISQ0317
https://www.nxtbook.com/naylor/DISQ/DISQ0217
https://www.nxtbook.com/naylor/DISQ/DISQ0117
https://www.nxtbook.com/naylor/DISQ/DISQ0416
https://www.nxtbook.com/naylor/DISQ/DISQ0316
https://www.nxtbook.com/naylor/DISQ/DISQ0216
https://www.nxtbook.com/naylor/DISQ/DISQ0116
https://www.nxtbook.com/naylor/DISQ/DISQ0415
https://www.nxtbook.com/naylor/DISQ/DISQ0315
https://www.nxtbook.com/naylor/DISQ/DISQ0215
https://www.nxtbook.com/naylor/DISQ/DISQ0115
https://www.nxtbook.com/naylor/DISQ/DISQ0414
https://www.nxtbook.com/naylor/DISQ/DISQ0314
https://www.nxtbook.com/naylor/DISQ/DISQ0214
https://www.nxtbook.com/naylor/DISQ/DISQ0114
https://www.nxtbook.com/naylor/DISQ/DISQ0413
https://www.nxtbook.com/naylor/DISQ/DISQ0313
https://www.nxtbook.com/naylor/DISQ/DISQ0213
https://www.nxtbook.com/nxtbooks/naylor/DISQ0113
https://www.nxtbook.com/nxtbooks/naylor/DISQ0412
https://www.nxtbook.com/nxtbooks/naylor/DISQ0312
https://www.nxtbook.com/nxtbooks/naylor/DISQ0212
https://www.nxtbookmedia.com