Editorial Board   Guest Author

Mr. Lee

David Lee

Founder, humanNature@Work

David Lee, the founder of HumanNature@Work (www.HumanNatureAtWork.com), helps employers in service industries improve employee engagement, customer service, and morale, though his work as a consultant, trainer, and executive coach. He has worked with organizations and presented at conferences both domestically and abroad for over 20 years. An internationally recognized thought leader in the field of employee engagement and performance, Mr. Lee is the author of over 60 articles and book chapters on employer branding, onboarding, and other topics related to employee performance that have been published in trade journals and books in the US, Europe, India, Australia, and China. His articles (downloadable at HumanNatureAtWork.com ) have included: • “How to Recession Proof Your Workforce” • “What Reputation Are Your Employees Creating?” • “What Leaders Can Learn From Sales Superstars” • “Becoming a 'People Whisperer': How to Communicate So People Care About—and Act On—What You Say” • “The Movie Scene Every Manager Should See…But Might Be Afraid to Watch” The just published second edition of the business classic, The Talent Management Handbook, features a chapter of his on the topic of new employee orientation and onboarding. In addition to his research and work with both struggling and high performance organizations, Mr. Lee's work draws from a wide range of scientific disciplines including cognitive neuroscience, anthropology, psychoneuroimmunology, trauma and resilience research, and paleopsychology. Taking this research which typically doesn't find its way into the business world, Mr. Lee translates these principles of human nature into leadership and managerial practices that optimize employee performance. Using the popular TV show The Dog Whisperer as an analogy for the difference understanding human nature makes, Mr. Lee's work helps leaders and managers become “Employee Whisperers.” Mr. Lee's work in the area of optimizing the performance of Gen Y employees draws from industry research as well as his own interviews with top performing managers of Gen Y employees and Gen Y employees themselves. Mr. Lee doesn't just offer practical advice on how to bring out the best in this more challenging generation of workers. He also offers a unique perspective on how this generation of employees provides employers with a powerful opportunity to upgrade their management practices, and by doing so, thrive in today's more demanding economy. For more of David Lee's articles, go to HumanNatureAtWork.com/

Mr. Lee can be contacted at 207-571-9898 or david@humannatureatwork.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.