Page 303 - The New Gold Standard

Index

Service breakdowns: T
empathy during, 155–158 Tabletop Pyramid for the 2008 Key
empowering employees to resolve, Success Factors, 96–97
111–112 Talbot, Deborah, 229–230
impact of, 156 Talent, selecting employees by, 75
as MR. BIV incidents, 155–156 Team One, 48, 68
negative impact of, 182–184 Teamwork, 87–88, 197–201
steps in resolving, 182 Tencati, Antonio, 232
tracking, 156–157 Terry, Ellen, 240
Wow experiences with, 177–178 Thomas, Ronald, 253–254
Service standards, 54 Thompson, Maria, 25, 149
Service Values, 36–37, 61–67 Thoughtful service, 184–185
cultural change for, 62–63 3Cs of quality, 157
guidelines for, 63–64 Three Steps of Service, 30–33
hierarchical structure of, 64–65 Thundil, Raveendran, 195
initial resistance to, 65–66 Tichy, Noel M., 191
20 Basics vs., 62–64 Timmerman, John, 63, 65–66,
Wow stories involving, 191–192 121–124, 128–129, 135, 157, 258
Shared communication, 168–170 Traditions, 43, 258
Sheehan, Brian, 33 Training:
Shurter, Steve, 242–243 awards for, 9
Silone, Ignazio, 44 brand extensions through, 213–222
Sjostrand, Mildred, 198 for empathy, 158–160
Smith, Kathy, 81, 100–101, 108–109, 128 excellence in, 212–213
Smith, Sydney, 73 of new employees, 82–85
Social giving/volunteer programs, through relationship, 85–89
229–230, 235–242 Training Magazine, 214
Solectron Corporation, 122 Travel Industry Advisory Council,
Standards, unchangeable vs. refined, 139–140
53–55 (See also Gold Standards) Trust, 94–116
Staros, Ed, 6–8, 23–24, 36, 39–40, and Employee Promise, 98–101
111–112, 250–251, 264 and empowerment, 108–112
Stephenson, Sue, 22, 98–99, 230, and honesty/authenticity, 107–109
233–234, 241, 244, 246–247 from keeping promises, 101–103
Stewardship (see Corporate social re- as more than a word, 103–105
sponsibility) results of, 112–115
Strayer, Susan, 78 and staff engagement, 105–107
Strong, Audrey, 234 and stretching of human resources,
Strong, Jim, 9 95–98
Strong, Nancy, 139–140 T3, the, 142–143
Subtle attentiveness, 175–176 Turner, Sandy, 194
Sun, Andy, 192 Turtle Camp, 249–250
Sustainability (see Corporate social re- 20 Basics, 33–37, 62–64
sponsibility)
SWOT (strengths, weaknesses, opportu- U
nities, and threats) analyses, 143–144 Unmet/unstated guest needs, 159–160

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