What they said
When we walked through the Capture Document with John, I was blown away by the simplest things we’d let slip over the years.
Having someone else walk thru the business with literally a fresh set of eyes was the best thing I could have done, the team still talk about what a riot it was to do the“No Such Thing as Customer Service” and “Your Aging Customer” follow-up course, we were laughing for days after he “John” left us to implement all the things we’d committed to changing.
I will never look at the person walking through the door to my reception desk the same way. I am taking away so many new tools in by “Backpack”, I actually feel guilty now for all of the other guests who got the “old” version of me!