CMA Blog

Tackling those tricky housekeeping tasks

Posted by CMA Staff on Jul 17, 2018 12:39:08 PM

Not all housekeeping tasks are equal. Some tasks are straightforward, while others are a bit more complicated. Charles MacPherson answers viewer's frequently asked questions on The Marilyn Denis Show breaking down those tricky situations with easy solutions.

Scroll down to watch the entire video.

Read More

Topics: How to, Housekeeping, The Marilyn Denis Show

Etiquette at a BBQ, is there even such a thing?

Posted by CMA Staff on Jul 1, 2018 1:01:00 PM

With the hot weather in full swing across most of the country, people are moving outside to enjoy the great outdoors, firing up BBQs and inviting friends and family over to celebrate.

Read More

Topics: Hospitality Skills, Lifestyle

Putting the L.O.V.E. in Customer Service

Posted by Andrew Gayman on Jun 20, 2018 8:00:00 AM

As a consulting and training firm, we live and breathe customer service - we can't stop talking about it. We are consistently talking about our good and bad experiences, championing the good ones and thinking about how we could have fixed the bad ones.

Often times service providers are too narrow when looking at customer service; "How quickly can I solve this?", "What does this person want?" and even "How can I get this person off my back?". Customer service providers forget to stop and ask the all important question, "How does this person feel right now?".

Good customer service is more than just fixing someone's latte order, it's about taking into account their emotions and how they feel. Customer service can be complex but when you take a moment to break down the situation from a physical and emotional component, it makes it much easier.

So why truly care about the emotional part? Based on a study conducted for American Express, it found that recipients of excellent customer service have the same cerebral reaction as if they were feeling loved. So now your customer, guest or principal feels happy and loved, and you've delivered excellent customer service.

And there's a bonus.

The positive correlation between delivering good customer service and a sense of general well-being is immense. Providing good customer service actually feels good. So as service providers, apart from our implicit goal of delivering exceptional customer service we should be striving to create more 'feel good' moments just for ourselves.

Read More

Topics: Customer Service, Training, Consulting

Drawing a Luxurious Bath

Posted by Andrew Gayman on Jun 19, 2018 8:00:00 AM

Before you're thrown back into memories of a still life-drawing class, we're not suggesting you take pencil to paper and sketch a bathroom fixture. What we are suggesting is that you up your bath game, bubbles optional.

Read More

Why we all need Spring Training

Posted by Andrew Gayman on Jun 18, 2018 8:00:00 AM

It's officially baseball season and we are just seeing the fruits of baseball spring training as home opening games are being played across North America. Spring training for most teams involves traipsing to a warmer climate, dusting off their gear and getting the players ready for the (un) official game of summer.

Read More

Topics: Training, House Manager, Hospitality Skills

Are you loading your dishwasher correctly?

Posted by CMA Staff on Mar 30, 2017 9:00:00 AM

The invention of the dishwasher has been an extraordinary remedy to household chores. As butlers and household managers working in private homes, we rely on dishwashers to do the day-to-day heavy lifting while we can focus on other things.

Read More

Topics: House Manager, Hospitality Skills, How to