HospitalityEducators.com Recommended Reading | The Customer Rules: The 39 Essential Rules for Delivering Sensational Service


Customer Rules

 

The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers.

Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on.

There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical.

The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown.

Examples of rules include:
Number 1 – customer service is not a department
Number 4 – do not get bored with the basics
Number 12- rehearse, rehearse, rehearse
Number 17- listen up
Number 24- do not make promises, make guarantees
Number 38- keep doing it better

The other 33 are just as direct and understandable, yet they need to be understood.

I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others.

Highly recommended!

John J Hogan CHA CMHS CHE CHO
HospitalityEducators
Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John J. Hogan CHA CHE CHO and Kathleen Hogan  MBA CHO are the  co-founders of  HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.

The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal of HoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

John Hogan Sept 2013DSCN0215

 

 

Contact information:  Kathleen Hogan  480-436-0283,

John Hogan

602-799-5375 or service@hospitalityeducators.com

Workshops Available include: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

There will always be an ongoing debate on the comparative merits of experience versus the knowledge acquired in formal educational settings.   The best lessons anyone can learn from hotel schools include an awareness of what really occurs on the front line in the actual hospitality setting.  This keynote transitions the academic message to the real world of running a profitable hospitality business.

Click    here   for Keynotes and Workshops Available 

A Message from J.K. Rowling on Believing

 

what they dont teach u in school

While much of the industry is experiencing very strong performance, there are properties across the nation that are struggling.  We receive emails, calls and inquiries from hotel owners, new managers, sales staff and others who feel they are ready to give up.

There is not a single answer to these people and we try to assist them in finding the solutions to their situations.

The Huffington Post  in early May  shared what they titled “an Incredible Message For Anyone Who ‘Wants To Finally Give Up’ from author J.K. Rowling

 “Happiness can be found even in the darkest of times, when one only remembers to turn on the light.”

Rowling, who we may recall, had a very challenging life before her success with  the Harry Potter series and this quote from one of her characters is something we all can understand.   In a Twitter response to answer a question posed by one of her fans, she responded in photos to someone who has “failed to find meaning.”

The author’s multi-tweet reply was magical and included this

. I would say: look at this.Embedded image permalinkhttp://twitter.com/jk_rowling/status/595148385482612736/photo/1

Hotels in particular are both very capital intensive and labor intensive.  They need constant attention and can lead to what Rowling called “finding meaning” IF we plan to succeed and keep trying.

Keep believing, planning, adjusting and the success will be there.

Who can argue with Harry Potter?

Success does not come by accident or chance.

Contact us for assistance.

Hospitality.jpg

Kathleen Hogan Ireland Sept 2013John J. Hogan CHA CHE CHO and Kathleen Hogan  MBA CHO are the           co-founders of  HospitalityEducators.com, which was created in 2010 to be a resource for hotel owners and professionals as they sought to improve market share, occupancy, operational efficiency and profitability.

The husband and wife team are transitioning the original membership site concept and evolving the business model today to a focused resource offering consulting, training, and individualized support to both hospitality and other service businesses.   Services include keynote addresses workshops, online support, metrics measurement, marketing and customer service from a group of more than a dozen experienced professionals.   While continuing to serve hospitality, the demand for these types of services is growing and can be personalized.

John Hogan is also the principal of HoganHospitality.com, which provides a range of expert professional services for hotel owners, including professional development for organizations, training, consulting and expert witness services.

John Hogan Sept 2013DSCN0215

 

 

Contact information:  Kathleen Hogan  480-436-0283,

John Hogan

602-799-5375 or service@hospitalityeducators.com

Workshops Available: 

Workshops Available: 

From the Chalkboard to the Front Line

What They Don’t Teach You at Hotel School

Focus:

  • Hotel Profitability
  • Hotel Sales
  • Marketing Ideas
  • Hotel Operations

There will always be an ongoing debate on the comparative merits of experience versus the knowledge acquired in formal educational settings.   The best lessons anyone can learn from hotel schools include an awareness of what really occurs on the front line in the actual hospitality setting.  This keynote transitions the academic message to the real world of running a profitable hospitality business.

Contact John Hogan for more information.

 

 

Recommended Reading from HospitalityEducators.com| The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
 
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
by Lee Cockerell
 
 
 
 

5.0 out of 5 stars Easy-to-follow guidelines,
   
Customer review from the Amazon Vine Program (What’s this?)

The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers.

Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on.

There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical.

The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown.

Examples of rules include:
Number 1 – customer service is not a department
Number 4 – do not get bored with the basics
Number 12- rehearse, rehearse, rehearse
Number 17- listen up
Number 24- do not make promises, make guarantees
Number 38- keep doing a better

The other 33 are just as direct and understandable, yet they need to be understood.

I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others.

Highly recommended!

Dr. John Hogan CHA CHE CHO
HospitalityEducators
Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 1,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More  

KEYS TO SUCCESS  is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,


 

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

www.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.

Thank you for the “Welcome Back!”

          Over the past several months, I focused much of my time and energy preparing a major training program for a national association and did not write many articles or blogs.  I appreciated the “welcome back” messages received from many readers on a column I posted recently on Observations on Hotel Safety and Security for Hospitality Brands and Hotel Management Companies.and  Questions I Wish You Would Ask Me with International Hotelier, Bill Hurley

I am also pleased to be resuming my regular writing and blogs on a range of topics affecting hotels, hospitality businesses and their continuing success.

These blogs and columns include a wide range of hospitality professionals from all portions of the industry.   Please contact me if you would like to participate in either a Questions I Wish You Would Ask Me™ or a HOSPITALITY CONVERSATIONS,

   Success does not come by accident or chance.

We can help.

     Dr. John Hogan, Certified Hospitality Educator (CHE),

Certified Hotel  Administrator (CHA), Certified Master Hotel Supplier (CMHS)

 John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of HospitalityEducators.com , which has more than 1600 resource pages and has become the #1 independent website for hotel owners and managers.  He is also the Principal of HoganHospitality.com, which offers hospitality consulting and hotel expert witness services.

 Contact us for assistance – John.Hogan@HospitalityEducators.com   602-799-5375   HoganHospitality.comjohn@hoganhospitality.com

KEYS TO SUCCESS is the umbrella title for our programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™,Hotel Common Sense™, THE P-A-R PRINCIPLE™ and Principles for Success.

HospitalityEducators.com has become the #1 independent website for hotel owners and managers, with more than 1,600 resources available to members.

Read More Sign Me Up!   

               Join Now 

Security at the extreme

 

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Please share your thoughts on this or other topics. As always, comments and feedback are welcome

John J Hogan, Ph.D. CHA CHE CMHS         Mobile 602-799-5375 Hotelier, Speaker, Educator, Columnist

Principal, www.HoganHospitality.com  Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.

 Co-Founder of www.HospitalityEducators.com  A membership information site committed to making YOUR HOTEL MORE PROFITABLE!

HospitalityEducators.com has become the #1 website for independent hotel owners and managers, with more than 600 resources available to members.

2011 Keys to Success Programs are results driven sessions, aimed at building competitive advantage.   Details can be found at both sites.

Program # 2       Step by Step Operational Solutions – Making the Correct Decisions (Keynote)

Program # 10     How to Stop Your Profit Drain (Interactive Workshop)

These sessions were created to encourage middle-level managers and rising professionals the insights to make better decisions in every day hospitality situations.