Ellie with Santa

Living in the Moment 

It’s been a challenging month in the world of professional speaking. Society’s reaction to the potential threat of the Coronavirus has caused a domino effect, not only in the meetings industry but...

Laurie Guest's Blog

Search Articles

  • All
  • Customer Service
  • General
  • Lessons & Life
  • Motivational Keynote
  • Resources
  • Secret Shopping
  • Staff Development
  • Video
laurie guest heather land

Ready to Laugh? My Conversation with Heather Land

Have you heard of Heather Land? Maybe not, and that's OK. Allow me to introduce you: she's a comedian who made a splash with YouTube videos that make me laugh out loud every time. Here's one of my favorites: https://www.youtube.com/watch?v=2WX1BEmDJXk Isn't she hilarious? All her videos are short and sweet—and...
lg omaha

A Winning Campaign – Meet Bob the Bridge

Earlier this month, the Upper Midwest Convention and Visitors Bureau (or UMCVB to its friends) held their annual Fall Conference. I was lucky enough to be the afternoon keynote speaker. As you probably know, one of my favorite parts of attending conferences like this is what I get to learn...

Changing the Rules of Tug o’ War

If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to...

Boardgame Behaviors That Build Business

Building business is not easy. If it were, everyone would do it. Consider four behaviors that build business, all based on one of my favorite things: boardgames. Each is simple to understand, but may not always be easy to deliver. Read up and do your best! When I was a...

Learning How to Handle “The Overs”

Learning how to handle "The Overs" is a skill. What do I mean by "The Overs"? An “Over” is a guest who is over-friendly, over-researched, or overbearing. The Over-Friendly Although it doesn’t sound bad when you first mention it, many people may feel uncomfortable with over-friendly guests in the workplace. I...

Dealing with Angry Customers

Nobody wants them, yet we all have them: angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to best handle the angry customer you're sure to encounter someday. 1. Stay...
portrait of young businessman in casual clothes at modern  startup business office space,  team of people working together in background

Creating Fun in the Workplace

How do you create fun in the workplace? When it comes to a business environment, fun is a relative term. You might be part of a team where boisterous laughter or lots of teasing is appropriate while other industries may require a very serious environment. Some places might even fool...

Attitude, Initiative and Engagement

There are three facets of workplace participation that can make all the difference in productivity and results: attitude, initiative and engagement. These characteristics may come naturally to some, but often they must be cultivated in a workplace. Here's an excerpt from my article on the subject; use the links below...

Winning Back Guests You’ve Lost

Winning back guests you have lost is not an issue people like to talk about, but it is a necessary topic in staff development. What skills do your team members need in order to thwart a customer defection? It begins with being totally present in the encounter in order to...