• Adele Gutman Milne, CHBA, CHDM

Podcast Conversation with Customer Experience Author Shep Hyken

Updated: Jan 17

Welcome back to the Hospitality Reputation Podcast.



I’ve already read Be Amazing or Go Home, and Amaze Every Customer Every Time. I’m currently reading The Cult of the Customer and The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty will be next. I highly recommend you follow Shep Hyken for continuous inspiration as well as following us here at the Hospitality Reputation Marketing Podcast: Get Great Reviews.


In this episode we discuss:


The success of French Laundry and Daniel, the #1, and #2, rated restaurants in America according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards.


The importance of repetition and daily devotion and excellence in every task. Every contribution to the team is critical for an organization to succeed.


How grand gestures and empowerment create the legendary service Ritz Carlton is known for.


How even the smallest gestures of kindness and compassion, when executed with care can leave a guest or customer with a lasting positive impression.


How permitting teams to miss the mark on occasion without fear, also gives them the freedom to reach for the stars and achieve amazing results.


Shep explains the philosophy, It takes one to say yes, but two to say no.


Don’t miss this wonderful conversation with Shep Hyken and Adele Gutman Milne.


If you have any questions on how to implement a culture of caring, collaboration, and continuous improvement at your workplace, please feel free to contact Adele Gutman personally on the Aspire Reputation Marketing website or via LinkedIn.




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