Today’s episode focuses on the energy exchange between guests and guest service. There’s a similar phenomenon that happens on stage with performance artists - energy is exchanged between audiences and performers. But does that performance stop at the end of the show? At the end of the song? At the end of the album? Maybe not.I want to introduce a close personal friend of mine who is now considered a part of my family. He is a Billboard-chart topping recording artist from Toronto Canada with s...

In this episode, we report on experiencing first-hand what guest service is like as a customer in Japan versus the United States. We recount customer service scenarios such as retail, convenience stores, economic structure differences and even subtle body language nods that make a big difference in Japan. Unspoken rules of Japanese culture become very apparent versus the customs of the United States. From how you pay for goods and services, to accepting a receipt at the end of the transa...

We talk about the difference between courtesy and respect, guest recognition, and guest etiquette. I co-host with Gregory Mills and get his take on situations where it's the most appropriate to leave feedback or recognize guest service employees who go above and beyond. We also get his take on what pet peeves he has with other guests when deboarding planes, going to the movie theatre, or a coffee shop.Support the Show.#customer-service #guest-service #career-adviceWould you like to be on Les ...

The old saying is true, “Be kind to whoever you meet because they may be fighting a battle you have no idea about.”We talk through a veterinary emergency experience and in the midst of finding the help we needed for our cat, a guest service hero shined through in an unlikely place - Dunkin’ Donuts.We talk about how our side quest for coffee led us to a cashier named Agatha who loved her job and had such genuine compassion for her customers. She turned our day around with her attitude towards ...

This week, we talk about what it means to make the guest experience a happy one. Sometimes you need to give the guest an extra pickle with their lunch order... or maybe even a free refill of a Coke. Les references the term "Give 'em the pickle!" A term coined by Bob Ferrell (who started Ferrell's franchise.) Les spent many birthdays at Ferrell's in Hawaii growing up. Les also gets a first-hand account of how this lesson in guest service could have been applied in an encounter that our g...

I talk about my career history, and my background in customer service. I evolved into a guest relations and customer service master after working in 3 different fields and really hitting my stride working 24 years at Walt Disney World Resort as a VIP Tour guide and a guest relations cast member. I share how I keep learning from the people I meet every day. We go over million-dollar experiences and what that can mean when you really take in the lessons that people can teach you in an...