Screen Shot 2021-01-29 at 5.22.28 PM.png
  • Home

  • About

    • Subscribe
  • Training & Consulting

  • SmartBusiness Model

  • Blog

  • Timely Tips

  • Contact

  • More

    Use tab to navigate through the menu items.
    • LinkedIn

    Recent Posts

    So, what’s the plan?

    So, what’s the plan?

    5 Essential Skills I Learned While Working At The Ritz-Carlton Under Horst Shultze

    5 Essential Skills I Learned While Working At The Ritz-Carlton Under Horst Shultze

    The Battle Continues: Sales vs. Service

    The Battle Continues: Sales vs. Service

    Archive

    • April 2020
    • January 2020
    • October 2019
    • August 2019
    • July 2019
    • May 2019
    • April 2019
    • September 2017

    Tags

    • CRM
    • crmtraining
    • customerexperience
    • fanexperience
    • leadership
    • servicestyle
    • smartservice
    • sports
    • sportsindustry
    • training
    • winningatservice
    • womeninsports
    Bigger Than Basketball

    Bigger Than Basketball

    It was 2003, I was the Director of Season Ticket Services & Retention, and we were getting ready for our big draft day event. The excitement filled AmericanAirlines Arena as season ticket members heard we had just drafted Dwyane Wade. There was a glimmer of hope brought back to our basketball dreams that day in Miami. Not even in our wildest imaginations did we think we had just embarked on a journey toward winning the franchise’s first NBA Championship title. Fast forward to
    Innovate Your Service Mindset

    Innovate Your Service Mindset

    Over the years, I have been fortunate to build many departments from the ground up and implement new processes and procedures that were always focused on the customer experience. Service has definitely changed over the past few decades, but I was always willing to learn, change, innovate and continuously improve to ensure the best possible customer experience was created. The basic principles and foundation of ensuring a consistent customer experience was learned while I was
    Making Customer Service A Priority…5 Tips To Get You Started.

    Making Customer Service A Priority…5 Tips To Get You Started.

    We all have read the countless studies that state retaining a customer is far less expensive than acquiring a new one, so shouldn't a company's focus be on improving customer service and their overall experience? YES! It's even more important today, because customer's expectations are very different from 10-15 years ago -how they shop, look-up and write reviews, engage with companies on social media, to what they expect and how quickly they require a response to issues and fe
    Know Your Expiration Date

    Know Your Expiration Date

    Since serving on the Board for WISE (Women in Sports and Events) for about 3 years, I've had more and more conversations with women regarding their career and feeling stuck or not knowing what the next steps would be to take in their career. The one phrase I have been saying a lot in my conversations lately is one I personally used since I started my career – “Know Your Expiration Date” - meaning always be willing to have the tough conversation with yourself about what you wa

    Subscribe Form

    Thanks for submitting!

    • LinkedIn

    ©2021 BY 516 BUSINESS SOLUTIONS.