All posts tagged "customer service"

Yesterday, Airbnb held its first earnings call as a publicly traded company following the release of its...

Everyone wants a thriving business. How do you get to increased profits and increased market share? The...

Cabin fever is an inevitable result of the COVID-19 lockdowns—a good thing, of course, for owners of...

Jamalo’s welcoming voice on the other end of the telephone brightened the cold January day. I was...

Here we are starting a new year with the hopes that the COVID-19 vaccine will help us...

As I sit in my office on New Year’s Eve, writing this article for the first VRM...

As with constructing their first six-bedroom, three-bath custom home in the Pennsylvania Poconos, entrepreneurs Carrington Carter and...

Work From Home Fatigue As shelter orders persist across the country, many have started to experience fatigue...

In life, the only constant is change. This year has seen disruptive changes and challenges for many,...

As vacation rental providers are experiencing firsthand, consumer behavior in the travel sector has changed dramatically in...

After the flood of COVID-19 cancellations abated, property managers felt a renewed sense of hope as guests...

It’s an exhilarating time to be in the VR industry—huge technological shifts are underway, and there is...

Listening to recorded calls for reservation sales and guest services offers invaluable insight into how company’s values...

Not long ago, there was a time when housekeepers were thought of as people who showed up,...

November in jolly olde England. Cold. Drizzly. Gray. But, with a bit of luck, an occasional pop...

Train hospitality through the heart and not the head by focusing on concepts such as empathy, patience,...

According to LinkedIn data, 57 percent of senior leaders feel soft skills are more important than hard...

Vacation rental management websites have come a long way in the past decade. The addition of quotable...

As I often say in on-site workshops, “If you want to get as much business as everyone...

Communication via texting is rapidly increasing as we all see every day. Now when I dine out at a restaurant...

In 2007, Dr. James Oldroyd’s Lead Response Management Study found that agents who responded to a lead...

“I can’t get in. The door won’t unlock.” “Did you turn the deadbolt after entering your code?”...

There are many ways to upsell in today’s world, yet before talking about upselling, there is a...

  Now that so many technology companies have provided the means to chat online with customers, an...