As a loyal reader of my blogs, you undoubtedly read my article about hospitality and service in healthcare, with my father as a patient in the lead. Thanks again for the many wonderful comments. If you missed this article, then please read it back here. Attention is one of the great pillars that lets you […]
That’s the way I began my presentation to the staff of the policlinic urology, gynaecology and obstetrics of a large hospital in the middle of The Netherlands: “Fortunately I find myself among hospitality experts”, I said. After that, I shared with them their experiences about hospitality, service and quality in restaurants, hotels, stores and during […]
Masterclass From each entrepreneur, anywhere in the world, I learn a lot. Currently I was in Italy with my family. For many Italy is the cradle of hospitality. During my visit to a historic town just below Perugia I got a masterclass in hospitality. The only thing I can do is advise your son very […]
At the table In the summer of 1994 my wife and I enjoyed a delicious culinary evening on a terrace of a small brasserie near Aix en Provence in France. When I wanted to pay with my credit card, the hostess came up with a ‘novelty’. A device that looked like a large calculator. My […]
The strength of a successful organisation is reflected by the staff who works in it. In any position. Like or dislike? Party conversations I often call them. You’re at a party and get into a conversation with someone you do not know. During the conversation you maybe will ask: “May I ask what kind of […]
Recently I gave a lecture on brands, brand value and how to bring out daily the promise of a brand. Companies can be brand in themselves or can become a brand. Brand name and brand promise Restaurants and hotels are brands in themselves, as a guest commits to the place where he or she feels […]
The name of the online mega store Bol.com stands for Bertelsman Online and was founded in 1999. The German company Bertelsmann is one of the largest publishers in the world and works like a well-oiled logistic machine. When Bertelsmann decided to sell more products than only books online, it was a logical step, based on […]
There are many occasions when a guest or customer can get angry, frustrated or disappointed about. It may well be that just you’ll be faced with it, while it’s not your or your company’s fault. Negative mood Some time ago I advised the management of the Gambia Hotel Association. One of the questions was: “What […]
