8 episodes

Navigating Customer Satisfaction in the Online Age - With Jay Skowron of Hospitality Defender. A weekly discussion of all things hospitality for restaurants, hotels, and other small business interested in wowing their guests. Learn about online reviews, customer service best practices, digital marketing, and more!

Customer DISservice Jay Skowron / Hospitality Defender

    • Business
    • 5.0 • 6 Ratings

Navigating Customer Satisfaction in the Online Age - With Jay Skowron of Hospitality Defender. A weekly discussion of all things hospitality for restaurants, hotels, and other small business interested in wowing their guests. Learn about online reviews, customer service best practices, digital marketing, and more!

    You Call That a Fish Sandwich?

    You Call That a Fish Sandwich?

    With special guest Meredith Soleau, President of 424 Degrees

    During Covid-19, it's important that restaurants and other small businesses are operating at peak performance; however, we all have a bad day. Meredith and Jay discuss how customers need to cut them some slack because they're already struggling during this hard time, yet remind everyone that it's important for staff and management to make sure guests are happy before they leave.

    Did you know, too, that there's a correlation of the number of Facebook friends someone has and the likelihood that they'll write a bad review? It's pretty fascinating!

    Find out how a fish sandwich got the conversation started.
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 36 min
    Are Your Servers Tour Guides or Just Order-Takers?

    Are Your Servers Tour Guides or Just Order-Takers?

    Be honest - are your servers doing the best they can? Are they guiding your guests through their culinary experience or just taking orders and turning tables?

    The difference between the two can make or break you.
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 32 min
    Customer Service and the Car Business

    Customer Service and the Car Business

    With special guest Jim Ziegler (The Alpha Dawg)

    The car business has changed. It's more customer-focused than ever before. Do you have certain feelings about car salespeople or the car buying experience? He may just change your mind.

    Hear from veteran car salesman, manager, and nationally-recognized sales trainer and keynote speaker Jim Ziegler, the Alpha Dawg, about his thoughts on customer service in the car business - and even about his own experiences in restaurants and hotels.
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 45 min
    Good Riddance 2020 - Hello 2021!

    Good Riddance 2020 - Hello 2021!

    Short episode to finish up the year.

    Remember, you can make or break someone's day. Why not make it?

    Here's to staying positive and making 2021 a better year!
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 3 min
    The One-Star Chef and Yelp

    The One-Star Chef and Yelp

    The most (in)famous chef on the Internet, Chef Davide Cerretini, joins me as he explains how he declared war on Yelp!

    In 2014, Yelp kept contacting Davide to advertise with them. He refused. Then he saw his positive reviews disappear and his bad ones popping up. Coincidence? Davide didn’t think so. So he decided to try and beat them at their own game.

    Disclaimer: This episode is controversial and fun. I don't necessarily agree with his Yelp tactics, but it's sure entertaining to hear about it! Listen to Davide detail his feud with Yelp when he was running his Italian restaurant/pizzeria, Botto Bistro, and find out what he's up to now!

    Does he sound familiar? See why:

    Chef Davide Cerretini on the Daily Show

    Chef Davide gets his Yelp response read on the Tonight Show by Jimmy Fallon and Aziz Ansari

    Chef Davide Cerretini's New Cooking Show

    Meet the Most Infamous Chef on the Internet

    Billion Dollar Bully movie - now on Amazon Prime

    Hospitality Defender video interview 2015
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 50 min
    The Answer Is Yes. Now What's The Question?

    The Answer Is Yes. Now What's The Question?

    We Don't Determine What Good Service Is - The Customer Does
    With special guest: W. Scott Cass

    Is customer service top-of-mind with you and your staff? Do you do whatever it takes to fix a problem? Is your mindset always customer-focused or stuck on just running shifts?

    This week's episode contains the musings and reminiscing of a former restaurant General Manager and his former employee. Mr. Cass takes us through his philosophies, thoughts, and experiences with running restaurants and being a consultant to some of the biggest names in the customer service world. And, we have some fun too, remembering the Great Denver Blizzard of 2003, where half the staff was stuck at the restaurant, while the other half was stuck at home.
    Support the show (https://www.paypal.me/hospitalitydefender)

    • 54 min

Customer Reviews

5.0 out of 5
6 Ratings

6 Ratings

Heather Should Be My Name ,

I’m Hooked!

Jay and his guests (especially his wife Dawn) are always so informative and interesting.
I learn something new EVERY episode!
I always look forward to the next episode!!❤️👍

yaly18 ,

Great podcast!

Customer Service is the difference between the success of your business or the end of it. I like how they share true stories. Great duo. Looking forward to future episodes and guests!

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