Kenny Chapman shares a bad Vegas hotel experience and a good one at Miguel's near Hotel del Coronado to show how frontline staff communication makes or breaks a customer's day. Train your team or lose the sale.
Hey, everybody. Kenny Chapman coming to you live with this week's edition of Freedom Friday Focus in video. And as you'll see from what I wrote, I've had some interesting service experiences this week. And today I find myself out in Southern California, where I'm actually originally from. Out at the Hotel del Coronado is where I'm shooting this for you after a phenomenal lunch at our favorite Mexican restaurant in the world called Miguel's across the street. And we had great service there. We had terrible service in Las Vegas, and then we had kind of bad service that was made. Okay. And as you'll see from the theme of the video or the writing that I did this week, it's like, you know, I want to say, I'm the customer. It's not my problem. However, as you'll see from what I wrote, it is my problem. It literally, you know, it becomes our problem when we are the consumer. Don't do that to your people. You know, it's not my responsibility to have a $50 breakfast and train somebody's servers in just basic communication skills. Come on now, think about what we do with our frontline team members when we put them out every single week in front of our customers, in front of our potential clients, asking them to do things. It's basic communication, ladies and gentlemen. It's about the golden rule. It's about doing what's right, and it's about customer. And your customers will pay for it, just like ours do. And it's the right thing to do, and it's where your freedom lies. Right? So help your people communicate the importance of good customer service. Regardless of your price point, regardless of your industry or what you sell or what you do, you know what I'm about, and I'm about value, and that's what I'm looking for. So this week, focus on how can you help your frontline team be better. I've said it before, however many trucks you run, that's how many brands you have in this restaurant where we had a bad experience that was represented as their entire brand could have been a phenomenal experience. A few years ago, when we ate there, it was great. This time, terrible. And I'll never go back because of one individual and the way that it was handled. You have the same exposure and the same opportunity every single day. Communicate with your team, train your team. Hit us up if we can help you. I'm Kenny Chapman, the blue collar coach coming to you live from Southern California this week. Until we talk again, have a better than fantastic week. And I'll talk to you very.
