I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
Every issue, no matter how small, is an opportunity for you to take control, critically analyze your operation to find and remove barriers and ultimately truly wow your customer. If you treat service issues with the right mindset they will make you better.
NPS is a reflection of your efforts to create fans of your business so your goal shouldn’t be to simply increase your score. If you’re not coming at NPS improvement from a customer experience perspective then you’ll just be chasing a meaningless number month after month.