The Power of Presence for Creating Guest Experience – Micah Solomon

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.

Listeners will learn:

• The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)
• Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)
• Avoiding overused questions and instead asking fresh, engaging questions (04:26)
• The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)
• The Ritz-Carlton’s approach to empowering staff to create “wow” experiences for guests (06:25)
• An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest’s birthday (07:18)
• The importance of recognizing when it’s not the right time for a “wow” experience (09:13)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands