Watch This Space For A Growing List of Articles, Videos and Tools to Help Deliver Outstanding Service!
Videos:
Danny Meyer Video https://www.youtube.com/watch?v=OblQXejHts8
Will Guidara Video https://www.youtube.com/watch?v=bwcyXcOpWVs&t=17s
Books
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, Guidara, Will, October 25, 2022 https://www.amazon.com/Unreasonable-Hospitality-Remarkable-Giving-People/dp/0593418573 Copies of this book are located in the NLU Library
Setting the Table: The Transforming Power of Hospitality in Business, Meyer, Danny, January 29, 2008 https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763
The Bottomless Cup: A Memoir of Secrets, Restaurants, and Forgiveness, Boehm, Kevin (Forthcoming) https://www.amazon.com/Bottomless-Cup-Secrets-Restaurants-Forgiveness/dp/1419775243/ref=sr_1_1?crid=4JOGGEE2M1B&dib=eyJ2IjoiMSJ9.ilUj04CjUJMNBoixzfo-JH-Y0om1qsO7J5OT68TgJfv4XBaoFOaIh0_4A4ZP_ZUkjtpExzhk4RGatWglzBhnZUNioHf5JGLIl13u-MVTxB4.YThhB90EtCbtmA_OPtQge9-R2rtVWQRqkl7DZXq-Q8o&dib_tag=se&keywords=Bottomless+cup&qid=1756305332&s=books&sprefix=bottomless+cup%2Cstripbooks%2C116&sr=1-1
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, Michelli, Joseph, July, 2008 https://www.amazon.com/New-Gold-Standard-Leadership-Ritz-Carlton/dp/B005WPEQS0/ref=sr_1_1?crid=3CNE6QLVL73ZT&dib=eyJ2IjoiMSJ9.2AFGj_w_RnsuDJQSxJZbGypJjlkiXLTITZxdHvPjEV9wcs_O8KJbEckgZwUeLXWAL2oaVtUcQsHHe9R0IO5C5l3itzlyGoddgYnEIBLYAp6nkKXaJ919Jo_FH6uLH4pPzPtMieL4f4Jui-mcMZQ_RCz9j1r6ZhZmpP36FigpgUzKy2fRyGHoTWklLoXVR0cdLJNyJBkGctl2qdDwe1wk1KxcLrB021R6Nx5uAdR7WO8.Nl9kfa_fhGRyIFQ8VkHn-cTMwp3zDf0pfzBw9HpN4y4&dib_tag=se&keywords=the+new+gold+standard&qid=1756305371&s=books&sprefix=the+new+gold+standard%2Cstripbooks%2C119&sr=1-1
Articles:
Scott McKain - “The Power of the Individual Actions: In CX and Life Changes,” https://scottmckain.com/the-power-of-individual-actions-in-cx-and-life-changes/
Scott McKain - High Point University Service Excellence for Students https://scottmckain.com/not-just-thinking-like-its-thinking-ahead-of-your-customer/?mc_cid=623ef9db9f&mc_eid=7d22f60d0e
Tools:
Service Culture Self Assessment
https://staff.washington.edu/scottm/cos/Assessment.pdf
