Aspirations versus …actionable goals Aspirations are fine and can lead to a lot of important accomplishments. But sometimes like our dream as a kid to be a professional baseball player or fireman, they can also lead to long forgotten intentions that were either unrealistic or just never properly followed up on. Our grown-up aspirations […]
Teaching them just …just like we learn Some think that teaching is easy. Why it’s just a matter of telling the trainee what they don’t already know. But effective teaching is much more than reciting what they need to know and then calling it good. First it largely involves understanding human nature. And that requires […]
Memories and …Checking them Memory can be a very deceiving skill. As trial lawyers know all too well eyewitnesses are often dead wrong about what they’re dead certain they saw – or more correctly what they think they saw. Take that new account we took from a competitor recently. His products and lackluster service consistently […]
Softness vs. absorbency…or maybe happy skin When it comes to laundering bed sheets the challenge is striking that perfect balance between achieving a pH that’s modestly below 7.0 while achieving the softness that appeals to guests. For terry it’s less a Ph concern and more the need to achieve the desired softness guests want while […]
Some hot thoughts… On heat sanitizing While we sell our sanitizers and disinfectants to control harmful bacteria chemically, we understand that isn’t the only way to get that job done. We know that principally because in our high temp accounts we rely on that 180-degree final rinse to accomplish that task for the obvious public […]
A penny saved…A germ killed When we’re pitching our disinfectant versus that competitor’s sanitizer the difference between those two products may be less than a tenth of a percent (99.99% vs. 100%) in their killing power of the pathogenic bacteria listed on their labels. But unless we explain it properly the customer probably wont realize […]
Horns, Baskets…And surviving When that new F&B director, Chef or GM arrives we’re probably justified in being concerned. Understandably our first impulse is to look to the folks we worked with to support us in retaining the business. And while that’s reasonable, we need to realize that they’re likely undergoing some of the same anxieties […]
A new face and…a new challenge A new F&B director arrives in your cherished resort account and you’re understandably concerned. He doesn’t know you and scuttlebutt says he was using your competitor in his last position. So, will he give you a fair shot at keeping the business or will he just give you the […]
PM means more…than maintenance We tend to view that regular service call as a repetitive chore that’s more like washing the car than a preventive maintenance task like giving it a tune up. And just like that car bath we can fall into the habit of seeing those monthly service calls as necessary evils while […]
Do it now…Or it gets worse Whether it’s our best customer or one that’s at the margin, the idea that we can (or should) give that account’s service needs the short shift is just plain short sighted. In the end not doing what we know needs to be done will very likely come back to […]