“In this time of economic uncertainty we need to be doing everything we can for our existing clients to meet and exceed their expectations and ensure we are an added value partner,” said Craig Solomon, Vice President, Health Care Division, Metz & Associates, Ltd. “This includes a greater focus on customer service, which is always a priority at Metz & Associates.”

This increased attention on customer service came in the form of a hospitality training seminar tailored to the Metz staff at Albright Care’s senior living facilities. The seminar was conducted by Don Dube, general manager for a Metz-owned T.G.I. Friday’s franchise who also spent most of his career as a corporate trainer for Friday’s.

Dube began his day at Albright by observing the dining staff during meal service. When the seminar began, he went over the meaning of hospitality and was then able to cover, from his personal observation, what the staff was doing well and point out opportunities for improvement. He also covered specific tips that would allow everyone to increase the level of customer service they provided and also bring it into their everyday lives.

“What was most impressive about Don’s seminar was how he motivated the staff and incorporated team building and having fun with the whole idea of hospitality,” said Todd Baker, General Manager, Metz & Associates, Ltd., at Albright Care. “The response from the staff was overwhelming, as they all expressed a great deal of interest in what they were learning and were truly energized by the whole experience.”

Baker commented that what he felt was most interesting were Dube’s suggestions to start thinking outside of the box when it comes to hospitality and to be more proactive. He also felt that Dube’s suggestions for dealing with people with various personalities would be very helpful to everyone.

“When you ask someone in the audience to give you an example of great customer service they have personally experienced, they usually have a hard time, because there’s so much mediocrity out there,” Dube said. “Hospitality and going above and beyond for those we service is something that can become part of our culture and set us apart from everyone else.”

Towards the end of the seminar, Dube taped dollar bills at various heights on the wall, and asked the attendees to try to get them. They all succeeded by jumping on their own and using teamwork to reach various heights. “To me, the idea of hospitality is all about how good do you really want to be,” Dube said. “How high are your goals and how high will go to try to reach those goals. The wall exercise is a perfect test of how high you can actually go if you want to achieve something.”

By the time the seminar was over, the staff left with a renewed feeling of excitement about their jobs and the special level of service they have the ability to provide. “It’s about having passion for what you do,” Dube added. “I go to work every day fired up about my job, and you can too.”

Metz & Associates, Ltd., a premier food service company for the Northeast United States, provides dining and environmental management to clients such as hospitals, assisted living & long-term care facilities, school districts and independent schools, colleges and universities and corporate offices. For more information on Metz & Associates, Ltd., visit our website at www.metzltd.com or call 570-675-8100.