Name the Fish (And Other Customer Service Stories.)
By Brad Montgomery
Posted in Customer Service, Video on 11 January 2010
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I recently worked for the top managers at the Marriot’s Renaissance Grand Hotel in St. Louis, Missouri.  It was a total honor…. and a blast.
We talked about customer service, and how the ultimate goal would to make such an amazing experience for each guest that it would be a story;   a story so compelling they [...]

Why Excalibur Casino is “Fine.” (And Why “Fine” Sucks.)
By Brad Montgomery
Posted in Customer Service, Recent Audiences, Video on 2 November 2009
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I dare you. Turn each guest’s visit to your hotel into a story.
Ok, for the rest of you, allow me to explain. I just spoke to a fine group of hoteliers in Las Vegas. LodgingHost Corporation had me come to Las Vegas to speak to their managers and administrators.
By now, you’d have [...]