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Paul Ruby

Improving service may be included on many businesses list of goals, but taking service to a level where “customers for life” are created requires dedication and a commitment to excellence that is often sought but rarely achieved. CREATING GUESTS for Life focuses on experiences from the hospitality industry. However, the principles within this book are relevant and easily incorporated into the business plan or training program of any business in any industry interested in improving service.

Defining Great Service

What is good service? When guest expectations are low, and we exceed them . . . not too exciting. But when guest expectations are high, and we manage to do even better, then we have accomplished something.

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