Business

A Lesson in Exceptional Customer Service

Recently, my husband and I took a few days off and stayed at a hotel. It turned out to be one of the best examples of customer service we’ve experienced in years. I’ve always been passionate about improving how we serve others, so even on vacation, I couldn’t help but observe and learn from the experience. The surroundings were stunning, and the hotel itself was impeccable. Our suite was spotless, the bed linens and towels were luxuriously soft, and we were greeted with thoughtful little gifts that made us feel genuinely welcome. But what truly stood out was the professionalism, kindness, and attention to detail from every single employee, from the van drivers to the waitstaff and sommeliers. This level of service was clearly embedded in the hotel’s culture. We had a great conversation with one employee, who told us how happy he was working there. Beyond receiving a fair salary, proper infrastructure, and solid training, he appreciated having a life outside of work to care for his family. He had been with the company for over 10 years and had no plans to leave. This shows me that the company is investing in its employees as a powerful tool to enchant and retain customers. And it worked; my husband and I left this experience with the feeling that we want to go back and recommend it to our friends. It made me wonder: What’s missing in other businesses — from companies to hospitals to restaurants — that prevents them from reaching this level of service excellence? It doesn’t necessarily require a large financial investment. Often, small, thoughtful gestures make the most significant impact. 👉 Here are a few reflections and suggestions: By Erika Molina If you’re interested in learning more about Customer Interactions training, You-P is here to help. Contact us at contact@you-p.io. Or for more information, contact directly:

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Remote Work: The Dilemma and Solution 

I’m often asked how I handle requests from employees who want to work from home. Three key questions guide my response:  If the answer to all three is a solid yes, I fully support them working remotely. I know they’ll stay committed and continue to deliver results, often with even greater gratitude.  Over the years, I’ve learned that when leaders build real trust with their teams, employees go above and beyond to support shared goals.  But if you are in doubt about these answers to any of those questions, I take a different stance. Approving remote work in those cases can create problems for the team and the business.  The key is for leaders to be clear and confident in their decisions. Unfortunately, many today hesitate out of fear—fear of losing their own jobs—which leads to indecisiveness, a lack of support, and a toxic work culture.  Most of the time, the leaders’ behavior is a reflection of the lack of infrastructure of the company, not offering clear KPIs, consistent methods of performance measurements, and a non-consolidated culture.  Just as people often leave bad managers, they also stay for great ones. Strong results come from engaged employees and a healthy workplace. So, ask yourself: What kind of environment are you creating in your business?  By Erika Molina 

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How to Retain Gen Z, Alpha, and Beta in Companies

There has been much discussion about the newer generations, who, in some people’s opinions, are perceived as neither hardworking nor engaged – a notion that bothers me a lot.   However, this is not about a competition between the generations to determine “who is the best”.   There are good and bad professionals in every generation. That is a fact!  The real discussion should focus on different interests, opportunities, and how the current landscape influences these professionals.  As a Gen Xer and a people leader for almost three decades, I have had the pleasure of working with individuals of all ages. I have worked with Baby Boomers who were full of wisdom and eager to share their knowledge. I have also worked with millennials and Gen Zs who brought creativity, energy, and passion for transforming the workplace and the world for the better.  On the other hand, I have also encountered disengaged professionals across all generations.  The key lesson I have learned from working with such diverse individuals is how to become a better people leader.   I realized the importance of being flexible and tailoring the relationship based on each team member’s style and needs.  The major difference that we all need to recognize is that each generation has distinct interests and opportunities.  While I don’t intend to generalize or fit everyone into strict generational “buckets” (thankfully, diversity exists within each generation), certain societal trends are undeniable.  For example, in my parents’ generation, fathers were traditionally responsible for bringing “food to the table” and protection to their family, while mothers managed the household and raised the children.  In contrast, my generation values partnership; spouses share responsibilities at home, and most of the time, both partners are employed full-time. Many of us were raised by our Baby Boomers parents who encouraged us to study hard and get a good job in a big organization, often at the cost of work-life balance.   Millennials, on the other hand, were born into the internet era, with a global reach at their fingertips. The same applies to subsequent generations, who have the power to access an entire world of data and information and a diverse array of career options, many of which didn’t exist before. This gives them a competitive advantage: they have choices.  For businesses to attract and retain Gen Z, Alpha, and Beta professionals, leaders must rethink workplace dynamics and make significant changes. The question of how to maintain these newer generations will be critical to the future success of businesses.  By Erika Molina   comes to the market with a new approach, experienced in transforming your business and leadership to success.  Let’s talk about that. I would love to hear your opinion and exchange experiences: here in LinkedIn comments/messages, or email me at erika.molina@you-p.io.  https://www.linkedin.com/pulse/how-retain-gen-z-alpha-beta-companies-erika-molina-h9muc/?trackingId=c%2FX94Nf6Q6itnbHcMGkZcQ%3D%3D

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