CMA Blog

The Charles MacPherson Academy Celebrates 10 Year Anniversary

Posted by CMA Staff on Mar 11, 2019 3:02:52 PM

The approach of Spring brings with it a new milestone for Charles MacPherson, marking 10 years since the Charles MacPherson Academy opened its doors to incoming students.

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Topics: Training, House Manager, Academy

Butlers on the Big Screen

Posted by CMA Staff on Nov 13, 2018 11:13:00 AM

We’ve gathered five beloved butlers brought to life by television or film to analyze what each can teach us about the do’s and don’ts of private service. Let’s review:

Charles Carson (Downton Abbey)

Always the consummate professional, the head butler of Edwardian country house Downton Abbey never wavers in his pursuit of private service perfection. Appalled by the slightest deviation in decorum, Mr. Carson runs a tight ship and can be counted on to give sound advice upon request. But while his rigid rule is something to be admired, we worry that this by-the-book butler isn't allowing himself the opportunity to relax on occasion. Remembering that it’s important to balance work and play, we recommend a rowdy night at the nearby Red Lion public house where pal John Bates once tended bar.

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Topics: Training, Academy

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.

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Topics: Customer Service, Training, Consulting

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.

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Topics: Training, House Manager, Hospitality Skills