Syer Hospitality Group

16/07/2025

We've all seen them: the quick customer service surveys that let you "check the box" and move on. While they might give you a superficial sense of satisfaction, are they truly capturing how your customers feel about their overall experience with your brand?

I often chat with companies that excel at basic customer service, yet they're missing a massive opportunity to cultivate deeper customer loyalty, advocacy, and increased spending. When I suggest investing in a customized Customer Experience (CX) program, the response is often, "Our surveys are great!"

But are they really?

It's easy to generate questions that lead to simple "yes" or "no" answers, giving you the data you want to see, rather than the reality. To genuinely understand your customers and unlock their full potential, you need to ask questions that prompt reflection and emotional responses.

Instead of:

"Was your issue resolved?" (Yes/No)
"Was our team member polite?" (Yes/No)

Try asking questions that probe into their experience:

"Thinking about your recent interaction, how did it make you feel as a valued customer?"

"What's one thing we did that made you feel truly appreciated during your experience?"

"On a scale of 1-10, how likely are you to enthusiastically recommend our brand to a friend or colleague, and why?"

The "how did it make you feel" phrasing directly prompts an emotional and descriptive response, inherently encouraging more than a binary answer. This approach helps you gather richer insights that go beyond simple satisfaction.

Investing in a tailored CX Program goes beyond basic satisfaction. It helps you design unforgettable experiences that make customers feel important, valued, and genuinely connected to your brand.

When customers feel this way, they don't just "check the box," they become advocates who willingly champion your brand, leading to sustained growth and a defendable competitive advantage.

24/06/2025

Picture this: You walk into a packed restaurant, the kind where you can practically feel the hustle and bustle, and you brace yourself for a less-than-stellar experience.

That was me last week at Swiss Chalet, (Oakville, Upper Middle Rd. E.) until Laura redefined my expectations.

Our section? Full to the brim. At least 10 tables, all hers. And she was working it with ease.

Laura moved with quiet efficiency and a friendly demeanor. She never let anyone see her sweat. A true professional, she put our experience (and everyone else's) front and center.

From the moment new diners were seated, Laura was there. A warm smile, a quick "Hello! I'll be right with you." And she was. She even apologized for the brief wait, though it hardly felt like one.

What struck me most wasn't just her incredible efficiency or her genuine friendliness. It was how she managed to connect on an emotional level with everyone, even without time for lengthy chats. Her attentiveness, her genuine care, and her remarkable calmness radiated throughout our section.

Laura wasn't just taking orders she was making sure everyone felt valued and appreciated.

As a Customer Experience Consultant, I was absolutely blown away. I introduced myself to Laura, sharing how impressed I was. I told her how she made such a demanding situation look effortless. Her focus wasn't on the overwhelming number of tasks, but on the people in front of her. I handed her my card, promising to share her story.

We can all learn from Laura.

She had a choice that night. She could have let the pressure get to her, complained about how busy she was, or simply gone through the motions. Instead, she chose to create engaging experiences. She chose to make every single person in her section feel seen, valued, and appreciated.

And that, my friends, is the true art of delivering experiential levels of service!

17/06/2025

Customer expectations are a powerful, often unseen force, shaped by a mix of influences: a friend's glowing review, a captivating ad, a past encounter with your business (or a competitor), or even a customer's individual perspective of good service.

The reality is, you can't perfectly predict the service level a customer expects before they interact with you.

So, how can you truly win customers over? It's about consistently focusing on how you make them feel. In a world of often transactional interactions, the human touch stands out.

Imagine a customer who can expect to be genuinely greeted on arrival, perhaps even hear their name used when it's known. Think about the warmth of a little small talk that shows you see them as more than just another transaction. Picture a business that anticipates simple needs and addresses them proactively. And imagine the lasting impact of sincerely hearing "thank you" and "we appreciate you being with us," and truly meaning it.

These aren't grand gestures; they're foundational elements of a remarkable experience. Today's customers crave these feelings of being seen, valued, and genuinely cared for. Yet, these simple courtesies are surprisingly uncommon in daily transactions.

By committing to these intentional moments, you're not just providing a service; you're creating an experience that resonates emotionally. You're raising the invisible bar on how you make people feel, setting your business apart. This authentic, human-centered approach is how you build loyalty and ensure customers don't just leave satisfied but leave feeling truly valued and appreciated for choosing to be your customer.

05/06/2025

Your Worst Reviews Could Be Your Best Marketing. Here's How AI Helps.

There's nothing more frustrating for a customer than taking the time to voice a complaint or leave a negative online review, only to be met with silence or a generic, impersonal reply. "Call us to discuss further" often feels like a brush-off, not a genuine apology.

Did you know that customers whose complaints are resolved effectively are often more loyal than those who never had an issue at all? This "service recovery paradox" hinges on getting public complaint resolution right.

The truth is, many teams struggle with knowing the perfect thing to say or do to make things right in the public eye. But what if your team had a smart co-pilot?

Here's how AI is empowering businesses, no matter your industry or company size, to transform negative online reviews into opportunities for loyalty:

1. Deeper Understanding of Sentiment & Root Cause: AI-powered Sentiment Analysis goes beyond flagging a review as "negative." It instantly decodes the underlying emotion and identifies the specific pain points within your customer's feedback (e.g., "frustration about wait times," "disappointment with how an interaction was handled").

o For larger organizations: Specialized Customer Experience Management (CXM) platforms or Voice of the Customer (VoC) platforms leverage AI to analyze thousands of reviews, revealing systemic issues and root causes you might otherwise miss.

o For smaller businesses: You can manually input key reviews into general conversational AI tools. While less scalable, these tools can still provide surprising insights into your customer's underlying feelings.

2. Personalized, Empathetic Responses:

o For any business size: Powerful Generative AI tools can help you draft highly personalized, empathetic responses that directly acknowledge your customer's specific issue. This avoids generic language, expresses genuine regret, and proposes concrete next steps, making your customer feel truly heard and valued. Your team can then review and refine it to ensure your unique brand voice shines through.

o For larger corporations: Integrate Generative AI into your existing CX platforms or review management systems. This can automate drafting personalized replies across hundreds of reviews, saving significant time while ensuring every customer feels uniquely recognized.

AI doesn't replace the human touch; it amplifies it. By empowering your teams with these intelligent insights and response capabilities, you can turn negative online feedback into powerful demonstrations of care, building lasting customer loyalty and advocacy.

Are you ready to transform how you respond to online reviews?

02/06/2025

The Human Connection is your Business Superpower (Even in 2025)

When I think about businesses today, everything they do is literally pulling us away from human connection. We pay at the pump; no human interaction; amazon will deliver anything we need, right to our door and even same day; we do our banking online; order groceries online.

In fact, we don’t even have to talk to another person and we can exist every single day through online interactions, social media, email and text and yet despite all of the efforts to make technology more personalized through emojis, stickers and gifs; it still falls short and fails to deliver that personal connection that we as humans so desperately crave.

We are more connected today via technology than we’ve ever been before and yet, we’re all so disconnected.

In today’s high-tech world, the human connection Is being lost in a vortex of smart phones, social media and live chat. There’s an authenticity to human interaction and connection. As technology continues to grow, the desire for personalization and empathy seems to grow alongside with it.

Choose to differentiate your brand. Choose to focus not only on the task at hand but use it as an opportunity to engage with your customers and say or do something that connects with them on an emotional level. It’s all about, how you made them feel.

These are the moments that become the memories and earn your customers loyalty and advocacy

26/05/2025

The Secret Ingredient Restaurants Forget: 5 Steps to Unforgettable Service

As a passionate diner, I've noticed a trend that's got me concerned: a decline in truly personalized, engaging service.

In an industry where competition is fierce, it's easy to get caught up in the latest food trends or a stunning redesign, but what about the human connection?

Here's the good news: It's NOT too late to change the narrative!

Now is the perfect time to refocus on what truly sets you apart: how you make your guests feel. Investing in hiring for fit and comprehensive training isn't just a nice-to-have; it's a strategic imperative.

Think about it: whether you're aiming to boost your Google and TripAdvisor reviews, cultivate unwavering guest loyalty and advocacy, enhance profits, or establish a truly defendable competitive advantage, it all boils down to the guest experience.

At Syer Hospitality Group, (https://syerhospitality.com) we partner with iconic brands who understand this deeply. While our clients already excel at food and ambiance, they're committed to elevating their service levels even further.

They know raising the bar is how they earn a defendable competitive advantage and truly enhance their bottom line. It’s about transforming ordinary moments into extraordinary memories.

Ready to elevate your guest experience? Here are 5 tips to get you started:

1. Acknowledge Celebrations from Booking to Table: If you ask guests if they're celebrating, act on it. Relay the information to your arrival team and ensure a genuine acknowledgment and a thoughtful gesture—big or small—is delivered. Don't just ask, then forget.

2. Greet with Authentic Warmth: Every guest deserves a sincere smile and a welcome that perfectly matches your restaurant's unique style, whether that's upbeat and fun or formal and classy. Make them feel genuinely appreciated for choosing you.

3. Master the Art of Reading Your Guest: Some guests crave conversation; others prefer quiet. Pay attention to body language and conversational cues. Engage when appropriate but respect their space. Small talk shouldn't wait until the check arrives!

4. Personalize Beyond the Plate: Encourage staff to find subtle ways to personalize interactions. Remembering a guest's preferred drink, a previous order, or even a casual comment from a past visit can create a memorable, 'seen and valued' feeling.

5. Empower Your Team: Give your staff autonomy and training to go off-script and make those "extraordinary moments" happen. When they feel trusted to create moments that become the stories guests share with others, they'll deliver exceptional service that sets you apart.

The future of hospitality isn't about stars; it's about unparalleled connections. Are you ready to elevate your service to delivering unforgettable guest experiences that secure a reputation exceeding the ordinary and truly drives your bottom line? Reach out to https://syerhospitality.com today—let's build your next-level defendable competitive advantage.

Ready to redefine customer excellence in your industry? Discover how prioritizing customer experience management (CXM) can set your brand apart and drive meaningful results with Syer Hospitality Group.

27/03/2025

During my recent six-week trip to South Africa, I had the privilege of visiting several renowned wineries in the region, from Delaire Graff to Tokara, Buitenverwachting, and more. However, one experience truly stood out — Rust en Vrede Wine Estate, Stellenbosch.
As a consultant and keynote speaker on Customer Experience Management, I am always looking for brands that deliver exceptional, personalized service — and Rust en Vrede absolutely delivered on this front.
From the moment we arrived, every team member — proudly wearing their navy logo’d golf shirts — greeted us with a warm smile and a welcoming atmosphere. It was an immediate reminder of the power of the human touch in creating memorable customer experiences.
Although we didn't have a reservation for their dining room, we were quickly informed of the wait time and invited to enjoy a bottle of wine on the terrace, overlooking the beautiful vineyards. It was the perfect way to unwind. As we joked about how they'd keep track of us, they assured us they'd find us when the table was ready, and true to their word, we were personally escorted to our table — a seamless experience that made us feel like VIPs, even on a busy day.
The experience continued with a delightful wine tasting, followed by their famous Winemaker’s Lunch, which was absolutely phenomenal. What truly stood out was our server, Caitlin — the epitome of what experiential service is all about. She was warm, friendly, and made us feel like we were the only guests on the patio. Her personal touch, from sharing small conversations to introducing us to their famous Syrah with palpable enthusiasm, created a truly unforgettable experience.
Caitlin’s pride in the brand was evident as she expertly trained Michelle, demonstrating the importance of not just serving a table, but creating an experience that guests would cherish.
As we left, we shared a Canadian flag pin with her, which she proudly pinned to her shirt, leaving us feeling like she genuinely cared about our visit. It’s these small but meaningful gestures that make all the difference in creating a lasting impression.
Rust en Vrede not only excels in wine but also in its dedication to exceptional service, blending world-class products with human connection. Their Tasting Room, with views of the Stellenbosch mountains, and the Winemaker’s Lunch in the midst of towering oaks and manicured gardens, create a perfect setting for an unforgettable day in the winelands.
Experiential service is all about connection, personalization, and attention to detail — and Rust en Vrede is a true master of this art.

05/02/2025

Retirement Living Brands: How Unforgettable Customer Experiences Earn You a Defendable Competitive Advantage
In the retirement living industry, customer experience (CX) is often overlooked as a key driver of growth. But here’s the reality: retirement communities are not just places to live—they’re an extension of a family’s trust, care, and emotional connection.
When working with retirement communities, I’ve witnessed firsthand how elevating CX creates a lasting, positive impact—not only for residents and their families but for the brand itself.
At first, some brands questioned whether investing in a customized CX program would truly provide a return on investment. After all, their residents are so much more than just a one-and-done transaction—they stay, and the relationship evolves.
But the communities that embraced their own CX program—focusing on a step-by-step strategy to improve emotional connections, strengthen leadership, gain employee buy-in, and cultivate a customer-centric culture—saw impressive results. They understood it’s not just about focusing on the task at hand, it’s about using it as an opportunity to engage with others on an emotional level. It’s about creating moments that resonate emotionally, leaving a lasting impression.
These are the communities that stand out in today’s competitive market. By nurturing these connections, investing in leadership, and providing continuous training, retirement communities can elevate their culture and environment. The results? Stronger employee and customer engagement & advocacy, enhanced profits and a defendable competitive advantage.
The communities that make emotional connection a priority are the ones that create unforgettable experiences. When you create an environment where residents, families, and employees feel truly valued, appreciated and emotionally connected, you build trust, loyalty, and long-term success.
If you're interested in learning how this strategy can transform your community, employees, and brand, I invite you to schedule a free 30:00 consultation to discuss the benefits.

03/02/2025

Build a Defendable Competitive Advantage: Focus on Unforgettable Customer Experiences

In today’s fast-paced market, creating a competitive advantage goes beyond offering a great product or service. It’s about building emotional connections with your customers.

Customers remember the small, often unnoticed gestures, the little things you say or do, that make them feel valued and appreciated. It’s about being intuitive to their state of mind, sharing empathy or celebrating a milestone with them. Sometimes, it's what they don’t say that you pick up on, knowing exactly what they need before they even ask. Those moments of true connection are what turn a good experience into an unforgettable one, leaving them feeling understood and valued by your brand.

When your team goes the extra mile, whether it's a thoughtful follow-up, a personalized thank-you, or simply exceeding expectations, you’re not just meeting customer needs—you’re nurturing relationships that enhance advocacy and turn into loyalty.

Many companies pour their training dollars into SOPs and operational efficiency. But iconic brands also invest in their employees growth and how to deliver high-touch personal moments that complement the latest technology—those moments that leave a lasting impact on customers.

Today’s customers want to feel important, and the companies that make them feel that way win, every time.

There’s an opportunity for us all to refocus on what truly sets us apart: the people we put in front of our customers and the unforgettable experiences they create.

03/12/2024

I am a consultant and keynote speaker on delivering unforgettable customer experiences. I love speaking at conferences in Las Vegas however, it can sometimes feel like a blur of processed experiences. But fortunately, I encountered someone who slowed down the pace, offering a genuine touch of hospitality amidst the chaos.
While staying at Paris Las Vegas Hotel & Casino, I had the pleasure of getting to know Peggy, a long-term employee who epitomized what true hospitality looks like. In a world where so much is automated, she took the time to make me feel important, appreciated and a valued guest of Paris Las Vegas
Her shared conversations, thoughtful attention to detail and personal touch in adhering to my requests were all focused on how she could create a memorable guest experience.
Not only did she go above and beyond for me, but I watched her interact with other guests who randomly interrupted her time and again and yet, she would help them with genuine care and solutions. Peggy is the perfect example of how a real hotelier—someone who truly cares—can make all the difference in a busy, fast-paced city like Las Vegas.
Thank you, Peggy for creating an unforgettable experience that compels me to share my story with others and continue to be a brand evangelist for Caesars Entertainment!

Caesars Entertainment Employees

06/11/2024

Such a privilege to be working with amazing clients in the RV Industry!

🌟 Celebrating Female Entrepreneurs during Small Business Week! 🌟

Meet Theresa Syer, a trailblazer in Customer Experience Management and founding partner of the Syer Hospitality Group. With over three decades of experience, she’s helped countless businesses shift to a customer-centric approach, building reputations for service excellence and earning loyalty from both customers and employees. 💼✨

We’re excited to have Theresa present two workshops at the upcoming 2024 RV Dealers Convention/Expo in Las Vegas, NV! Don’t miss this opportunity to learn from one of the best in the business! 🚀👩‍💼www.rvda.org/convention

06/11/2024

Thank you Ontario RV Dealer's Association for the privilege to be the closing keynote speaker at your AGM last week. Your members were fully engaged, participative and even danced up a storm at the end! Very experiential!
Thanks Norm Rosen for your article: https://lnkd.in/gXh3zVNg
Recreation Vehicle Dealers Association of Canada
www.rvda.org/convention