by Meredith Hill
Wednesday April 20, 2016

I’d like to ask you a simple question, business owner to business owner. If you decided to host a surprise birthday party for your best friend, and you knew she was a very popular gal so there were going to be at least 50 people there, would you wait until the day of the party and all 50 people had arrived before you purchased the food, beverages, and other party supplies?

Sounds like a crazy question, right? Of course you wouldn’t wait. You would plan for the party as if at least 50 people were going to be there. You’d cater for 50 people. You’d supply booze and other beverages for 50 people. You’d find a space big enough for 50 people. And the list goes on…

Fravel Travel was founded by Katie Fravel in 2013, who spent years in the travel industry specializing in Ireland. The next clear step for Ms. Fravel was to build her own company, providing custom itineraries to Ireland. In 2014, she added Nova Scotia and Prince Edward Island to the list of itineraries provided by Fravel Travel. While at first glance these destinations may not seem to have a lot in common, each of these destinations…

Cast; Setting: Process.

Be Our Guest: Perfecting The Art of Customer Service - by the Disney Institute & Theodore Kinni, page 66

The key to Disney’s success has much to do with these three words.

Cast: You must have the right people. They must all be singing from the same song sheet and they must all be highly customer focused. Your cast must be “coachable” and not afraid of failing at times. They must exhibit a sense of humor (to some degree) and it will help if they understand how lucky they are working in an industry like travel…