Comments on: Make this the Week of Encounter http://yastrow.com/2009/make-this-the-week-of-encounter/ Author, Speaker, Consultant: Ideas on Creating Profitable Customer Relationships Fri, 03 Feb 2012 15:05:25 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Tom McCallum http://yastrow.com/2009/make-this-the-week-of-encounter/comment-page-1/#comment-6361 Tom McCallum Tue, 22 Sep 2009 01:40:40 +0000 http://yastrow.com/?p=1222#comment-6361 Steve...as Simon T. Bailey would say... BRILLIANT Idea.. and thanks... will get the team onto that right away...and will certainly let you know how it goes. Steve…as Simon T. Bailey would say… BRILLIANT Idea.. and thanks… will get the team onto that right away…and will certainly let you know how it goes.

]]> By: Steve Yastrow http://yastrow.com/2009/make-this-the-week-of-encounter/comment-page-1/#comment-6352 Steve Yastrow Tue, 22 Sep 2009 01:14:58 +0000 http://yastrow.com/?p=1222#comment-6352 Tom - thanks for the comments. (For those of you who don't know, The Reef is on the beautiful east end of beautiful Grand Cayman.) http://www.thereef.com/en/reservations/vacationSpecials.html Tom ... want to try an experiment? Take some copies of my Encounters ebook: http://yastrow.com/downloads/Encounters-Ebook-by-Steve-Yastrow.pdf ... and share it with some of your top employees. Encourage them to think this as they provide service: "How as I provide great customer service, can I also build The Reef's relationship with this guest?" (Also, you have my publisher's implicit permission to photocopy Chapter 2 of We, the chapter on Encounters and share it with your team.) Go for it! If you try it, let me know how it goes. Tom – thanks for the comments. (For those of you who don’t know, The Reef is on the beautiful east end of beautiful Grand Cayman.) http://www.thereef.com/en/reservations/vacationSpecials.html

Tom … want to try an experiment? Take some copies of my Encounters ebook: http://yastrow.com/downloads/Encounters-Ebook-by-Steve-Yastrow.pdf … and share it with some of your top employees. Encourage them to think this as they provide service: “How as I provide great customer service, can I also build The Reef’s relationship with this guest?” (Also, you have my publisher’s implicit permission to photocopy Chapter 2 of We, the chapter on Encounters and share it with your team.) Go for it! If you try it, let me know how it goes.

]]> By: Tom McCallum http://yastrow.com/2009/make-this-the-week-of-encounter/comment-page-1/#comment-6207 Tom McCallum Mon, 21 Sep 2009 14:36:56 +0000 http://yastrow.com/?p=1222#comment-6207 Steve, Great to have an another "encounter" with you again last week in Cayman, and look forward to the next one. Today am out at theReef, where the team is enthused about reopening after their annual maintenance week. They are so "hard-wired" to come to work each day seeking to create special moments of extraordinary service for their guests, that this week they are particularly energised.. to not just show off a pristine and sparkling resort, but also put down the paintbrushes and talk to and help the guests. My role with theReef is beautifully simple, to make sure the whole team (or "family" as we prefer to call it) is focussed on all times on providing exemplary service and creating wonderful and unique guest experiences. Am not sure how I'd put that definition of role into a client engagement letter, but happily the visionary Thompson Group (owners/managers of theReef) implicitly understand the importance of having such guidance ! As you can tell, I totally agree with your blog, just felt it useful to put it in a real word hospitality context ! Steve,

Great to have an another “encounter” with you again last week in Cayman, and look forward to the next one.

Today am out at theReef, where the team is enthused about reopening after their annual maintenance week. They are so “hard-wired” to come to work each day seeking to create special moments of extraordinary service for their guests, that this week they are particularly energised.. to not just show off a pristine and sparkling resort, but also put down the paintbrushes and talk to and help the guests.

My role with theReef is beautifully simple, to make sure the whole team (or “family” as we prefer to call it) is focussed on all times on providing exemplary service and creating wonderful and unique guest experiences.

Am not sure how I’d put that definition of role into a client engagement letter, but happily the visionary Thompson Group (owners/managers of theReef) implicitly understand the importance of having such guidance !

As you can tell, I totally agree with your blog, just felt it useful to put it in a real word hospitality context !

]]> By: Amanda Cullen http://yastrow.com/2009/make-this-the-week-of-encounter/comment-page-1/#comment-6200 Amanda Cullen Mon, 21 Sep 2009 14:14:33 +0000 http://yastrow.com/?p=1222#comment-6200 Thanks for the build-up from the last post. You can't have encounters without conversations. Now I'm excited to see what next week will be the "week of" Thanks for the build-up from the last post. You can’t have encounters without conversations. Now I’m excited to see what next week will be the “week of”

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