The VegasStrong Revival

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ALERT: This episode contains explicit content. 

Join us for an exciting episode of The VegasStrong Revival Podcast as Britt dives deep into the world of hospitality with special guest Susie Izzo! With nearly 15 years of experience in the Las Vegas hospitality scene, Susie shares her journey from working at the Marriott to creating her own corporate wellness company, Vitality.

Here are some highlights you won’t want to miss:

• Behind the Scenes of Hospitality: Susie discusses the importance of service and how it should be felt but not always seen. She shares her insights on what makes a great hospitality experience.
• Handling Pissed Off Guests: We dive into practical tips for managing difficult situations with guests, emphasizing empathy and genuine service. Susie recounts a memorable experience that taught her the value of recovery in hospitality.
• The Birth of Vitality: Discover how COVID-19 catalyzed Susie’s journey into wellness with her new venture, Vitality, which focuses on bringing holistic wellness experiences to corporate events and local businesses.
• Breathwork and Wellness: Susie shares simple breathing techniques that anyone can incorporate into their daily routine to enhance well-being, especially in our fast-paced city.
• VegasStrong Community: We discuss what it means to be VegasStrong and how our community has come together through challenges, creating a unique bond among locals.

Whether you're a hospitality professional or just someone who loves the vibrant culture of Las Vegas, this episode is packed with insights, laughter, and inspiration.

Connect with Vitality:  @CelebrateVitality / 917-648-1464 / CelebrateVitality.com

📲 Stay Connected:

• Text the Podcast Hotline: 702-723-2343
• Social Media: @VegasStrongRevival
• Website: LaCritiqueLV.com/podcast

Let's keep the VegasStrong spirit alive! Share this episode with friends, family, and colleagues who love Las Vegas. Together, we can revive our city's passion for authentic service. 

Stay strong, Vegas! 💪

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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ALERT:This episode contains explicit content. 

In this episode of The VegasStrong Revival Podcast, hosts Britt and Desiree dive deep into the customer experience in Las Vegas Local Retail. From the importance of greetings and personalized service to the pitfalls of self-checkout and how retail establishments can improve, this episode is a MUST-LISTEN for anyone in the retail industry or who cares about customer service. They also explore the psychological impact of store layouts, signage, and the value of a thoughtful farewell. If you're looking to enhance your retail business or just love a good retail rant, this episode is for you!

Key Takeaways:

1. Importance of Greeting: Whether it's a luxury brand like Lululemon or a store like Walmart, a warm greeting sets the tone for the customer's experience. The personal touch makes a significant impact.
2. Anticipating Needs: Successful retail experiences involve anticipating customers' needs before they ask—offering to take clothes to a dressing room or suggesting alternative products.
3. Self-Checkout Pitfalls: The pros and cons of self-checkout in retail stores, with an emphasis on how it can detract from the personal touch that enhances customer satisfaction.
4. Importance of Store Layout and Accessibility: The placement of restrooms, ease of navigation, and clear signage all contribute to a positive shopping experience.
5. The Power of Exits: Just as important as a greeting is the farewell—employees walking customers out, handing them their bags properly, and opening the door leaves a lasting impression.

📲 Stay Connected:

• Text the Podcast Hotline: 702-723-2343
• Social Media: @VegasStrongRevival
• Website: LaCritiqueLV.com/podcast

Let's keep the VegasStrong spirit alive! Share this episode with friends, family, and colleagues who love Las Vegas. Together, we can revive our city's passion for authentic service. 

Stay strong, Vegas! 💪

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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🎙️ In this episode of The VegasStrong Revival Podcast, Britt had the pleasure of interviewing Paul Sallach, the president and founder of All In Aviation. Paul shares his journey from working in the aviation industry to starting a high-end flight school in Las Vegas. They discuss the importance of hospitality in business and how providing exceptional customer experiences can truly set a business apart! Paul highlights the cost and process of becoming a pilot through his program, emphasizing the value of investing in quality training. They also touch on the sense of community that emerged in Las Vegas after the tragic events of October 1 and how the Golden Knights hockey team played a role in uniting the city. Overall, the episode showcases the resilience and spirit of VegasStrong, encouraging listeners to embrace the city's “can-do” attitude and support local businesses, like All-In-Aviation.

Key Takeaways:

1. Exceptional Customer Service: All In Aviation sets itself apart by focusing on delivering an unparalleled client experience, complete with literal red carpet treatment for all customers.
2. Quality Over Cost: While their services may be more expensive, the value delivered through high-end experiences and well-maintained, luxurious planes justifies the price.
3. Importance of Employee Experience: All In Aviation understands that happy employees lead to happy customers, making the work environment & employee satisfaction a top priority.
4. Flight Training and Aviation Safety: The school emphasizes training pilots to handle all conditions, particularly the challenging winds in Las Vegas, ensuring that their students are well-prepared for any situation.
5. Building a Community in Vegas: Paul Sallach reflects on how the city of Las Vegas has evolved, especially after the October 1 tragedy, becoming a more tight-knit community that he is proud to be part of.

Connect with All In Aviation:  @AllinAviation / 702-ALL-IN22 / AllinAviation.com

📲 Stay Connected to The VSR:

• Text the Podcast Hotline: 702-723-2343
• Social Media: @VegasStrongRevival
• Website: LaCritiqueLV.com/podcast

Let's keep the VegasStrong spirit alive! Share this episode with friends, family, and colleagues who love Las Vegas. Together, we can revive our city's passion for authentic service. 

Stay strong, Vegas! 💪

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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ALERT: This episode contains explicit content. And... We apologize for the change in audio quality toward the end. We're still learning this techy stuff!

In this episode of The VegasStrong Revival Podcast, we dive into the challenges & best practices of the hiring process in #LasVegas. Whether you're an employer struggling to find quality candidates or a job seeker navigating the city's booming job market, this conversation is packed with insights. Britt and Desiree share real stories, tough truths, and practical advice on improving employee experience, fostering a positive #workculture, and finding the right fit for both sides. Don't miss out on this candid & thought-provoking discussion that every Vegas business owner and job applicant NEEDS to hear!

Key Takeaways:

1.    Employee Experience is Crucial: The success of a business hinges on how well it treats its employees. A positive employee experience directly impacts customer satisfaction and overall business performance.

2.    Hiring Challenges in Vegas: Many business owners face challenges in the hiring process, with common complaints about candidates not meeting expectations or lacking commitment.

3.    Promoting from Within Isn't Always the Best Solution: While it can be beneficial, it’s important that those promoted have the necessary leadership skills.

4.    Constant Hiring Process: Businesses should continuously be in the hiring mode, not just when they have an immediate vacancy.

5.    Group Interviews Can Be Effective: Conducting group interviews can save time and also allow employers to observe how candidates interact with others, providing insight into their teamwork skills and cultural fit.

6.    Transparency in Hiring: If the hiring process is taking longer due to competitive candidates, it’s important to communicate this to all applicants rather than leaving them in the dark.

7.    Respect in the Hiring Process: Applicants should never no-show for interviews, and employers should promptly inform candidates about their application status, whether they are selected or not.

8.    Avoiding Drama in Family-Run Businesses: Family-owned businesses should be careful not to let personal dynamics spill over into the workplace, especially in front of employees or potential hires. This can create an uncomfortable work environment and deter quality candidates.

9.    Preparing for Interviews: Applicants should know their non-negotiables and what they want from a job. Employers, on the other hand, should ensure the interview process is well-organized and that they are putting their best foot forward.

10. The Importance of First Impressions: Whether it’s for an employer or an applicant, the first impression is crucial. Small gestures like greeting an interviewee warmly or an interviewer being on time can make a significant difference in setting the tone for future relationships.

📲 Stay Connected:

• Text the Podcast Hotline: 702-723-2343
• Social Media: @VegasStrongRevival
• Website: LaCritiqueLV.com/podcast

Let's keep the VegasStrong spirit alive! Share this episode with friends, family, and colleagues who love Las Vegas. Together, we can revive our city's passion for authentic service. Stay strong, Vegas! 💪

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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Welcome to another exciting episode of the VegasStrong Revival Podcast! 🎙️ In this episode, Britt sits down with the incredible Nick Cope, a man of many talents and a true embodiment of the VegasStrong spirit. From his extensive background in VIP hospitality on the Las Vegas Strip to his current roles in real estate, nonprofit work, and ministry; Nick shares his journey and insights on what it means to SERVE the community.

This episode is packed with raw, relatable, and even shocking conversations that tackle real issues locals face. Whether you're a Vegas local, a business owner, or someone interested in the unique culture of our city, this episode has something for you.

Key Takeaways:

• Hospitality at its Best: Learn how Nick transitioned from being a top VIP host at renowned venues like Hakkasan and Light Group to Fiv Group, a real estate brokerage that prioritizes hospitality and customer service.
• Community Impact: Discover Nick's involvement with Hope for the City, a nonprofit organization that has served over 2 million Vegas Locals through food pantries and other community initiatives.
• Spiritual Revival: Hear about Nick's role as a ministry partner at Central Church and how he integrates his faith into his community work.
• Real Estate Tips: Get valuable advice for both real estate agents and clients on how to elevate the buying and selling experience through genuine hospitality and attention to detail.

Connect with Nick:  @NickCopeVegas

Get Involved:

• Team Farnham / Fiv Realty: https://www.teamfarnham.com
• Hope for the City: hopeforthecity.org
• Central Church: Join us on Saturdays at 5 PM, Sundays at 10 AM and 12 PM. Or online: https://centralchurch.online

📲 Stay Connected: 

Don't miss out on this engaging and thought-provoking discussion. Listen to the episode now on your favorite podcast platform and be sure to subscribe so you never miss an update.

• Text the Podcast Hotline: 702-723-2343
• Social Media: @VegasStrongRevival
• Website: LaCritiqueLV.com/podcast

Let's keep the VegasStrong spirit alive! Share this episode with friends, family, and colleagues who love Las Vegas. Together, we can revive our city's passion for authentic service. Stay strong, Vegas! 💪

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

Support the show

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In this episode, Britt and Desiree dive deep into the challenges faced by businesses and customers during the pandemic, focusing on the hospitality and customer service industries. From personal stories of harassment and discrimination to highlighting businesses that excelled, this conversation is both eye-opening and necessary.

Thank you for tuning in! Your support means the world to us. 🌟

Topics Covered:

• The emotional and psychological impact of mask mandates
• Personal experiences of harassment and discrimination
• The shift in customer service and hospitality standards
• Businesses that excelled in providing exceptional service during the pandemic
• The importance of communication and exceeding customer expectations
• The long-term effects of the pandemic on customer loyalty and business practices

Highlights:

• Britt shares her struggles with mask mandates and the harassment she faced.
• Desiree discusses the importance of kindness and understanding in customer service.
• Shoutouts to businesses like Nora's Italian and Lazy Dogs in Summerlin for their thoughtful service.
• A call to action for business owners to re-evaluate their practices and prepare for future challenges.

Resources Mentioned:

• Small Business Administration: https://nevadasbdc.org
• SCORE: https://www.score.org/lasvegas

Join the Conversation:

Have you had similar experiences during the pandemic? How did it affect your view of customer service? Share your thoughts in the comments!

LINKS:

• La Critique Concierge Service: LaCritiqueLV.com - Check out the concierge tab for subscription options tailored for Vegas locals.

🔔 Don't forget to like, subscribe, and hit the notification bell to stay updated on our latest episodes!

• Facebook: @VegasStrongRevival
• YouTube: @VegasStrongRevival
• Instagram: @britt.critiques.vegas
• Facebook: @LaCritiqueLV

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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Welcome to the first episode of The VegasStrong Revival Podcast for the year! Join hosts Britt Whalen, founder and owner of La CRITIQUE, and special guest Desiree Wolfe, an extraordinary event planner and podcast host of "Slightly Unfiltered", as they dive into the ups and downs of living in Las Vegas.

In This Episode:

• Introduction: Meet your hosts and get a sneak peek into what this season has in store.
• Local Gripes: From paid parking and traffic cones to the controversial HOV lanes and the recent airport name change, we discuss the everyday annoyances that Las Vegas locals face.
• Hospitality Woes: The decline in customer service standards post-pandemic and the challenges faced by the hospitality industry.
• Family Fun: The struggle to find family-friendly activities in a city known for its adult entertainment.
• HOA Hassles: The frustrations of dealing with Homeowners Associations and property management companies.
• Community and Crime: The importance of fostering a sense of community and addressing the rising crime rates.
• School System: The challenges faced by the local education system and the need for better funding and support.
• Dining Dilemmas: The shift in restaurant hours and the difficulty of finding late-night dining options.

Highlights:

• Concierge Service: Learn about La Critique's concierge service, designed to help Vegas locals discover the best dining spots, family activities, and more.
• Future Episodes: A sneak peek into upcoming topics, including hospitality burnout and how businesses can improve their services.

Links:

• La Critique Concierge Service: LaCritiqueLV.com - Check out the concierge tab for subscription options tailored for Vegas locals.

Follow Us:

• Facebook: @VegasStrongRevival
• YouTube: @VegasStrongRevival
• Instagram: @LaCritiqueLV
• Facebook: @LaCritiqueLV

Don't forget to like, comment, and subscribe for more insights into the local Las Vegas scene!

**LEGAL DISCLAIMER FOR THIS PODCAST AND THIS EPISODE CAN BE FOUND AT: LaCritiqueLV.com

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#UNLVStrong - With the heaviest of hearts, our thoughts & prayers are with the families who lost a loved one during the UNLV Shooting this week.

Discussed in this episode is the Many Meanings of Hospitality, Current problems with Tipping and how we can be better about it, and a complete RANT about shopping madness during the holidays. Warren also hosts a solo Concierge Corner, highlighting his personal go-to family venue in town. 

La Critique Concierge Services launch THIS MONDAY! Don't miss out! 

Email us at [email protected] or Call 702-723-2343 or find us on the ol' book of faces... 

Thank you for your continued support and if you leave us a podcast review on whichever platform you listen on, that would be the greatest Holiday Gift we could ever ask for!

Much love,

Warren & Britt

Stay Strong, Vegas!

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Top 10 Bad Boss Behaviors + Why it Matters + 10 Tips for Being a Better Boss! In the Concierge Corner, we highlight a Local Family Restaurant Chain that has bottomless Coffee and demonstrates VegasStrong Culture for all locals! 

Reach out on our Facebook Page, email us at [email protected] OR call us on our SUPER COOL Hotline @ 702-723-2343

As promised, here are the statistic citations:

70% of employee engagement is driven by the quality of their manager. (Source: Gallup Organization) 2019

Employees with horrible bosses are twice as likely to be stressed out at work. (Source: Various studies) various years

Employees with difficult bosses are 3 times more likely to be disengaged from their jobs... (Source: Gallup Organization) 2021   

AND they are 4 times more likely to be looking for a new job. (Source: Gallup Organization) 2020

Companies with horrible bosses can expect to see a 23% increase in absenteeism. (Source: BlessingWhite) 2018

Horrible bosses can cost businesses (in America) up to $450 billion per year in lost productivity. (Source: BlessingWhite) 2017

Stay Strong, Vegas!

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The 10 Behaviors of Nightmare guests AND How to deal with them! We also highlight our FIRST local restaurant in Vegas in the Concierge Corner, as well as provide businesses the Real Data around Customer Experience (CX) and why it matters as an industry. And out of nowhere - YODA makes an appearance!!!!

You can email us at: [email protected] with your feedback, or leave us a voicemail at 702-723-2343

Here's the citations for the statistics provided in Segment 2:

61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. (Emplifi)

60% of consumers have switched brands due to a negative contact center experience. (Calabrio)

70% of brands see a direct connection between customer service and performance. (Zendesk)

80% of consumers feel more emotionally connected to a brand when customer service solves their problem. (CGS)

39% of consumers have less patience today than they did before the pandemic. (Netomi)

54% of consumers say brands treat customer service as an afterthought. (Zendesk)

56% of consumers say most companies treat them like numbers. (Salesforce)

Only 59% of customers trust the brands they interact with. (Forrester)

62% of companies don’t respond to customer service emails. (SuperOffice).

87% of customers actively avoid buying from brands they don’t trust. (Sinch)

90% of CX leaders say customer expectations have increased to an all-time high. (Hubspot)

74% of consumers feel brand loyalty is about feeling understood and valued, not discounts and loyalty perks. (Redpoint)

Companies that lead in CX personalization have increased their revenue by up to 15%. (McKinsey)

Only 79% of executives say digital customer experience is extremely or very important. (CMSWire)

Stay Strong, Vegas!

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