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Why More Lines Are Better

June 06, 2016
by Jason Hensel
customer service, guest experience, lines
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In short, more lines increase worker speed. Researchers at Syracuse University’s Martin J. Whitman School of Management found that employees worked slower when customers waited in one long line than when the employees each had their own line. The reason being because clearing out the
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Use Emoticons to Increase Customer Satisfaction

June 07, 2015
by Jason Hensel
customer service, guest experience, leadership
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Those emoticons you see above may just be the difference between a happy or angry customer. According to research from Penn State University, people who text chatted with customer service personnel gave higher scores to those who used emoticons in their responses than those who didn&#
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1 Thing You Need to Start Doing (If You’re Not Already)

December 30, 2014
by Jason Hensel
customer service, guest experience, leadership
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The best gift you can give your customers consists of two words: Thank you. According to a new study from Michigan State University (MSU), satisfied customers who were acknowledged by a company president for filling out a satisfaction survey increased their patronage to the business b
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Pollstar 2014: How to Make Sure A Tour Loves Your Venue

February 27, 2014
by Jason Judy
Back of house, backstage, customer service, load-in, nashville, Pollstar, tour
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Venue managers and tour professionals took over the mics for an IAVM sponsored back-of-house discussion at PollStar 2014. Moderated by Scott Johnson (Greensboro Coliseum, North Carolina), the panel dug into venue selection, day of show dynamics, and what a tour looks for to build conf
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Conscientious People Provide the Best Customer Service

November 26, 2013
by Jason Hensel
customer service, employees, guest experience
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I’d like to continue with the narrative I’ve started about knowing yourself and how it makes you a better leader with another story on that topic from Rice University. Researchers there found that conscientious people are more likely to provide good customer service becaus
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