Les is More - The Art of Guest Service

Today's episode focuses on the energy exchange between guests and guest service. There's a similar phenomenon that happens on stage with performance artists - energy is exchanged between audiences and performers. But does that performance stop at the end of the show? At the end of the song? At the end of the album? Maybe not.I want to introduce a close personal friend of mine who is now considered a part of my family. He is a Billboard-chart topping recording artist from Toronto Canada with several albums under his belt, a well-established singer/songwriter and musician from Toronto, Canada, who just signed with AMG Sony Music….and most recently did a four-day stream on the app Twitch, playing music and raising money for Variety International….he has performed all over Canada, and the UK….with an upcoming tour planned in the US….here is Josh Taerk. In our interview, we ask him the hard-hitting questions:Was there ever a time in your life when you had to make a decision based on how your choice would affect your reputation or brand? And how did you handle it?As an accomplished musician, how important is your reputation to your brand?For celebrities, what do you think their role is when interacting in the public eye?Do you know of anyone who was in a situation who had their brand tarnished and had to build it back up?And how hard would it be to build up your reputation to where it needs to be, positively?Do you have any advice for anyone wanting to restructure or even maintain their brand/reputation? Featured song by Josh Taerk called Beautiful Tragedy……check him out on any streaming service! And be sure to look out for Josh's new single Hold On Virginia  Coming out on June 16th. Click here to pre-save Hold On VirginiaFollow Josh on your favorite social platformLes also covers his views on social media posts, what reputation means to him and how he applied reputation management to his brand, what reviews mean to your reputation and shows how some of the worst ways of acknowledging bad reviews can hurt your business instead of help it.Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.

In this episode, we report on experiencing first-hand what guest service is like as a customer in Japan versus the United States. We recount customer service scenarios such as retail, convenience stores, economic structure differences and even subtle body language nods that make a big difference in Japan. Unspoken rules of Japanese culture become very apparent versus the customs of the United States. From how you pay for goods and services, to accepting a receipt at the end of the transaction, the subtle ways of Japanese guest service influence change your approach forever. It taught Les to be more proud and show gratitude for each transaction in a guest service setting. Greg uncovers what it's like to be in a sales environment that doesn't depend on upselling or upgrading the buyer's intentions. The impact it has on the customer experience is vastly different than the United States shopping experience. Do the market and customer base differences beg the question, is it better to play a long-term customer retention versus a short-term money grab? Les and Greg talk about how Universal Studios Japan operates and showcases how the Japanese culture combined with the approach to customer service makes a huge impact on every guest. Greg witnessed that Japanese citizens have a greater appreciation and awareness of what's happening around them and choose to react efficiently and respectfully. This episode was sponsored by Panda Travel. Go to pandaonline.com to book your next group tour leaving from Honolulu to destinations in Japan and South Korea.Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.

We talk about the difference between courtesy and respect, guest recognition, and guest etiquette. I co-host with Gregory Mills and get his take on situations where it's the most appropriate to leave feedback or recognize guest service employees who go above and beyond. We also get his take on what pet peeves he has with other guests when deboarding planes, going to the movie theatre, or a coffee shop.Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.

The old saying is true, “Be kind to whoever you meet because they may be fighting a battle you have no idea about.”We talk through a veterinary emergency experience and in the midst of finding the help we needed for our cat, a guest service hero shined through in an unlikely place - Dunkin' Donuts.We talk about how our side quest for coffee led us to a cashier named Agatha who loved her job and had such genuine compassion for her customers. She turned our day around with her attitude towards her job and the kindness she showed us.Les goes into how ones' approach to guest service can lead to moments of kindness like this and can only help the guest experience. Sometimes, the service you provide doesn't always have to directly relate to the product you sell. Sometimes, human beings being kind to one another is exactly what's needed in that guest interaction.Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.

This week, we talk about what it means to make the guest experience a happy one. Sometimes you need to give the guest an extra pickle with their lunch order... or maybe even a free refill of a Coke. Les references the term "Give 'em the pickle!" A term coined by Bob Ferrell (who started Ferrell's franchise.)  Les spent many birthdays at Ferrell's in Hawaii growing up. Les also gets a first-hand account of how this lesson in guest service could have been applied in an encounter that our good friend Sarah experienced.  Greg (Les' husband and partner)interviews Sarah and then asks for Les' reactions to the situation Sarah endures at a local Crêpe restaurant.Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.

I talk about my career history, and my background in customer service. I evolved into a guest relations and customer service master after working in 3 different fields and really hitting my stride working 24 years at Walt Disney World Resort as a VIP Tour guide and a guest relations cast member. I share how I keep learning from the people I meet every day. We go over million-dollar experiences and what that can mean when you really take in the lessons that people can teach you in any job you take. (credit to Lee Cockerell for the lesson of the million-dollar experience.)Support the show#customer-service #guest-service #career-adviceWould you like to be on Les is More?Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show! https://forms.gle/tc44HsSThw2KECjd9 Follow Les on: Instagram LinkedIn Facebook "Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort. For official Disney information, visit Disney directly. For official Planet Hollywood information, visit Planet Hollywood directly. For official Warner Brothers Store information, visit Warner Brothers Store directly.