Bob Thompson

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Author Archives: Bob Thompson

A.I.M. Higher: Empower Your Service Reps to Delight Customers

On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order, disappeared, and didn’t come back for a few minutes. It was just a touch too long, and I was beginning to wonder if my order [...]