Syer Hospitality Group

06/09/2024

The National Golf Club of Canada is often described as one of the most exclusive and prestigious golf clubs in Canada. Its private status, challenging and pristine condition golf course contribute to its reputation as a premier destination for serious golfers.

Their commitment to excellence to provide a high-quality golfing experience is evident with the meticulously maintained golf course and their pain staking attention to detail in delivering an engaging, personalized member experience. Their entire team, in all departments, (front of the club and heart of the club) orchestrate each interaction with a focus on sensory appeal and personal touch. This ensures each experience is how they want their members and guests to feel.

As a recent guest for lunch, I witnessed firsthand how the club’s experiential levels of service transcend conventional expectations. The team is impeccably attuned to guests’ needs and anticipates requests before they’re even voiced. Whether it's a warm greeting by name upon arrival, passionate recommendations from the menu, perfectly timed refills, are just the beginning.

Every gesture is designed to elevate the experience. Their emphasis is on proactive, intuitive service. Staff members are not only attentive but genuinely engaged, creating meaningful connections through sincere smiles and attentive conversation.

They communicate with an eagerness to assist, using phrases like “certainly,” “my pleasure,” and “let me” to convey their genuine willingness to enhance your experience. This deep-rooted commitment to an emotional connection ensures that every guest feels not just welcomed but valued and understood. At the National Golf Club of Canada, every visit is transformed into a memorable experience, marked by a profound sense of belonging and unparalleled service excellence.
Club Management Association of Canada Club Management Association of Canada - Ontario Branch

19/08/2024

In a world where many companies are settling for average service, it's time for leaders to elevate their game and focus on creating exceptional customer experiences. By emphasizing the human element of service, businesses can forge memorable emotional connections with their customers. Here are five key actions that can transform your customer experience:
1. Personalize Interactions: Tailor your communication and service to meet individual needs. Customers appreciate it when they’re treated as unique, rather than just another number.
2. Empower Your Team: Equip your employees with the tools, training, and authority to solve problems on the spot. Empowered staff can deliver swift, empathetic service that leaves a lasting impression.
3. Listen Actively: Show genuine interest in customer feedback and concerns. Actively listening and responding to customer input demonstrates that you value their opinions and are committed to continuous improvement.
4. Anticipate Needs: Go beyond reactive service by anticipating customer needs before they arise. Proactive solutions not only solve problems but also delight customers by exceeding their expectations.
5. Create Emotional Touchpoints: Incorporate elements that resonate emotionally, whether through personalized messages, thoughtful gestures, or moments of surprise and delight. Emotional connections promote loyalty and advocacy.
Focusing on these areas can elevate your customer experience from ordinary to extraordinary. By doing so, you'll enhance customer loyalty, boost advocacy, and see a positive impact on your bottom line. It's time to move beyond average and make every customer interaction count!

10/08/2024

We were humbled to be nominated in 4 categories for Inside Halton's Reader's Choice Awards. We'd be honoured if you'd share a vote for Syer Hospitality Group.
Due to Facebook regulations we can't post the link so if you search for Reader's Choice Inside Halton then search Syer Hospitality Group you can click on the category to the right and vote.
We work with organizations who want to deliver unforgettable customer experiences and earn a defendable competitive advantage.
A huge thank you!

10/08/2024

We were humbled to be nominated for the Reader's Choice Awards. We'd be honoured if you'd share a vote for Syer. (Deadline to vote is Aug 16th)
We work with organizations who want to deliver exceptional customer experiences and earn a defendable competitive advantage.
https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on the category to the right and vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

10/08/2024

We were humbled to be nominated for the Reader's Choice Awards. We'd be honoured if you'd like to vote for Syer Hospitality Group (Deadline to vote is August 16th)
We work with organizations who want to deliver unforgettable customer experiences that earn them a defendable competitive advantage.
https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on each of the categories listed to the right to vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

10/08/2024

We were humbled to be nominated in 4 categories for the Readers Choice Awards. We'd be honoured if you'd like to vote for one or all 4.
We work with organizations who want to deliver unforgettable experiences to earn them a defendable competitive advantage.

https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on each of the categories listed to the right to vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

06/08/2024

Shout out to Rebecca at Red Lobster!
As a guest experience consultant, I often come across great service, but Rebecca (from Toronto location) truly stood out for delivering experiential levels of service. From the moment we arrived, her positive disposition and pride in her brand shone through.

Rebecca welcomed us with a warm, personalized greeting and introduced herself, immediately making us feel at home. She engaged in delightful small talk, creating a friendly atmosphere right from the start. While we considered our choices, she enthusiastically recommended the daily specials, showcasing her knowledge and passion for the menu.

What truly impressed us was Rebecca's contagious enthusiasm and friendliness, not just towards us but every guest she served. Her attention to detail was impeccable, ensuring timely refills, providing condiments, offering extra napkins, and making thoughtful suggestions. Her choice of words like "certainly," "absolutely," and "my pleasure" inspired and connected with us on an emotional level, making it clear she was genuinely happy to help.

Throughout our visit, Rebecca remained attentive to our every need, always with a smile and a sincere enjoyment in connecting with others, yet without being intrusive. At the end of our meal, she sincerely thanked us and invited us to return again soon, creating a lasting positive memory that guarantees we will.

I was so impressed, I called the restaurant manager to boast about Rebecca, and he confirmed this level of service is her norm.
Kudos to Rebecca and Red Lobster for delivering such an outstanding guest experience. Because of her, we're proud to be an advocate for the brand and will return more often to experience this level of service again!

31/07/2024

As a consultant and trainer helping clients build customer-centric cultures by emphasizing the human touch to connect and engage with your customers, I often hear, “It’s common sense; we already know and do this.”
But if leaders truly believe they’re doing this, why aren’t your Google reviews perfect 5s and your NPS and CSI scores at record highs?
The key is ensuring your entire workforce is aligned and committed to delivering consistent experiences at every touchpoint that connect with your customers on an emotional level. This is what we call the exceptional customer experience. It's all about the human connection and how you make your customers feel.
At Syer, we don’t just share knowledge; we provide the strategies and tactics to turn ordinary interactions into extraordinary moments. It doesn't take more time or cost more money, it's just a shift in the mindset to engage better.
These moments create lasting memories, encouraging customers to return, spread the word, and spend more—ultimately boosting your profits and giving you a defendable competitive advantage.
Now, that’s what I call common sense!

26/07/2024

At Syer Hospitality Group we believe in recognizing extraordinary service that goes beyond the ordinary. Today, we want to shine a spotlight on Brian from ICS Courier . We have several couriers delivering to our office each day, however Brian stands out from the ordinary as he turns every delivery into extraordinary!
He always arrives with a big smile, shares a greeting in an upbeat tone and as prompt as he is, he always takes a quick minute to add a kind comment to enjoy the day/weather/upcoming long weekend. His personal touch and friendly demeanor have earned our loyalty and advocacy.
In the world of customer experience consulting, we understand the importance of emotional connections and meaningful interactions. Brian exemplifies these values effortlessly. His enthusiasm and dedication to his job are truly inspiring.
Thank you, Brian, for setting a high standard of service excellence and for making each delivery not just a transaction, but an exceptional customer experience.

20/06/2024

Staples Canada failed at a positive customer experience.
Day 1: After placing an order online before 3:00pm for next day delivery, the order did not arrive.
Day 2: When connecting through Chat support, the agent advised, "Staples Canada is currently facing a high demand for deliveries. We are doing our best to get all orders delivered."
I asked if the order could be cancelled. They advised, "Cancellation of a confirmed order cannot be guaranteed. In the event that a delivery attempt is made, please accept delivery."
That evening I received an email confirming the order was shipped.
Day 3: Order still not here, chat advised the email was sent in error. Customer service via phone confirmed it had been shipped and would arrive tomorrow.
Day 4: The order did not arrive. Both customer phone support and Chat confirmed it was delivered yesterday and went on to say I refused the order and they sent me a paper trail to confirm this. This NEVER happened. No one delivered or attempted to deliver my order and my ring doorbell confirms this.
After reaching a supervisor Leah, in an offshore call centre, she advised, there is NOTHING Staples Canada can do once an order was shipped, returned and credited. I explained my frustration and how my order was never delivered. She advised, I could reorder online again or go to the store directly.
In a high tech, high touch world, Staples Canada did not make it 'easy' and since there's nothing they can do, I will shop where a customer is their priority.
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18/06/2024

Coalescence Band – Talented musicians delivering great experiences!
If you’re looking for a fabulous cover band, I highly recommend Coalescence! This group of musicians not only form a good mix of styles and musical talent but they’re also very experiential. Yes, they create experiences for the event planners by being so easy and accommodating to work with, and also create experiences with the way their performance engages and is the biggest crowd magnet.
I was the emcee of a large charity event where they were playing. When the unexpected rain came, they didn’t miss a beat (like that pun?) They helped set up the make-shift tents/backdrops and continued playing to lift the atmosphere and contributed to making the event a success. Thank you co·a·les·cence [ˌkōəˈlesns]!
Allan Langvee Meeting Professionals International CanSPEP - Canadian Society of Professional Event Planners www.coalescencemusic.com

31/05/2024

Gusty Walk is this upcoming Sunday June 2 at Bronte Waterfront Heritage Park! As most of you know, our daughter Stephanie was diagnosed with Crohn’s disease in 2008. For many years since then, she's been a devoted Chair and volunteer for Gutsy Walk.
Todd and I are volunteering alongside Steph, Grant & our 3 grandkids again this year. We are raising money to find a cure and resources for Crohn’s and Colitis patients across Canada.
Any support for this cause is greatly appreciated! If you’re free this Sunday, please drop by for a great day and great cause!
https://crohnsandcolitiscanada.akaraisin.com/ui/gutsywalk2024/pledge/sponsor/donation?pid=2152237

13/05/2024

Thank you to , Food & Beverage Manager, at the Delta Winnipeg Hotel for the experiential level of service you recently provided.
As many of you know, I travel extensively and am always looking for team members who make it their mission to go above and beyond in finding ways to connect with their guests on an emotional level. Sandeep did just this!
I had called down to the front desk to casually let them know, there were no diet soft drinks available in the club lounge. I didn't give my name but the team at the Delta Winnipeg figured it out.
Within minutes Sandeep personally showed up at my door. He apologized for the inconvenience and advised he was going to have the fridge restocked shortly, however since the cans would still be warm, he personally delivered a cold bottle of Diet Pepsi for me to enjoy. WOW! He took an ordinary interaction and made it extraordinary. These are the moments that create the memories when guests feel compelled to share these stories with others. Thank you Sandeep for delivering an exceptional guest experience!

20/03/2024

The heart and soul of any organization is your people. How you hire, train, inspire and teach them to deliver exceptional customer experiences becomes your competitive advantage. It’s choosing to raise the bar from providing good customer service and instead delivering experiential levels of service. Levels of service that your competition can’t duplicate because it solely comes from the hand selected players on your team.

07/03/2024

With the bustling Ontario wine tour season fast approaching it’s the perfect opportunity to earn your winery a reputation for service excellence. Embrace your guests with more than exceptional wines and beautiful vineyard landscapes. Ensure your team is well-trained in how to provide the human touch that creates unforgettable moments and lasting memories.
Guests will keep coming back, spreading the word about your winery, and filling their carts at your retail store.
Be certain to craft experiences that linger in the hearts of your guests, enticing them to savor the essence of Ontario wines again and again.

05/03/2024

EXCITING NEWS!
Syer Hospitality Group is thrilled to announce that Janice DeSilva-Pearcey has joined our team as our new Business Development Manager!
With her wealth of experience working as a Director of Sales and Marketing in the hospitality industry, Janice brings invaluable insights and a deep understanding of the benefits of experiential service. Her passion for delivering exceptional customer experiences aligns perfectly with our mission here at Syer Hospitality Group.
As our Business Development Manager, Janice will be spearheading our efforts to connect with new clients and showcase Syer’s expertise as Customer Experience consultants, keynote speakers and trainers. With her dedication, strategic mindset, and proven track record, we know that Janice will play a pivotal role in driving our growth and expanding our reach in varied industries.
Please join us in extending a warm welcome to Janice! We are thrilled to have her on board, and we’re confident that her contributions will make a significant impact as we continue to elevate our services and exceed the expectations of our clients.

15/02/2024

Customer Experience needs to be on the agenda of every pre-shift meeting.

14/02/2024

09/02/2024

Club Members Crave Immersive Experiences!
When was the last time your private club hosted a 'Chef's Table' or a 'Dinner in the Kitchen'? Your members are craving these exclusive and unforgettable experiences! They want opportunities to engage with fellow members while indulging in culinary delights and forging connections with the mastermind behind the menu.
These events are important for creating exceptional moments that leave a lasting impression. Imagine how your members will feel when they’re savoring delectable dishes while seated in the heart of your kitchen, chatting with your Chef as the team works their magic, or enjoying an intimate meal with fellow members at a specially curated table.
In today's fast-paced world, your members are seeking more than just a place to dine – they crave a sense of belonging and meaningful connections. By offering unique and immersive experiences like these, you not only satisfy their appetite for exclusivity but also provide them with invaluable moments of camaraderie and enjoyment.
It's time to elevate your member experiences and set the standard for private clubs everywhere. Let's make your club the envy of all others, with unforgettable events that leave members craving more and competing clubs scrambling to follow your lead.
Club Management Association of Canada

01/02/2024

How we feel in the environment that surrounds us, has a powerful impact on our emotional state and a direct effect on what we do and how we perform.

Leaders play a crucial role in nurturing a work environment where employees feel valued, heard, and engaged, thereby driving both employee and organizational success.

25/01/2024

Where do you start to Supercharge your Customer Experience (CX)?
At Syer, when working with a new client, we begin with an undercover needs assessment.
This research provides the gaps in your current levels of customer service so you know where the opportunities are to supercharge your customer experience.
We pose as your customer and focus on one thing only, ‘how you make your customers feel’ at every touchpoint. Our findings help you truly visual the experience from your customers’ perspective.
With this valuable data you can redefine your customer experience by creating and leveraging competitive differences. You can quickly create customer experience moments. These memorable moments become the stories that your customers are compelled to share with others about how you made them feel. This becomes your defendable competitive advantage.
Never before have customers (B2B and B2C) had so many choices on where to do business. Being great at what you do is no longer the differentiator. There is a profound shift in customer expectations. They want ease of doing business, prompt response times and an insatiable yearning for a sense of belonging and to feel valued, and appreciated.
Start today to understand how your customers feel about the experience you currently deliver so you know where to begin to elevate your customer experience moments.

17/01/2024

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15/01/2024

The customer experience has emerged as a critical difference in today's competitive corporate environment. January is a great month to create and put into action your Customer Experience (CX) Strategy. Ensure your team is fully equipped to manage your customer experience and resolve customer concerns.
Steps to Start:
1. Understand customer needs and challenges.
2. Create customer journey maps for each segment.
3. Identify the intended customer experience.
4. Define your emotional brand experience.
5. Structure a seamless experience across all touch
points.
6. Regularly measure and develop your customer

31/05/2023

The most effective leaders continuously strive to deliver unforgettable employee experiences. They know that the employee experience and customer experience are intrinsically linked, and you can't deliver one without the other. They also know that experiences are all about how you make the employee and customer feel.
It's about creating emotional connections to engage others. It starts with a service vision statement, human capital training, implementing processes to ensure consistency, and ensuring to recognize and reward performance. experience

14/03/2023

Today we recognize the talent and impact of professional speakers on . Proud to share the stage with my professional speaking colleagues across the globe as we celebrate the power of the spoken word!

08/03/2023

Happy International Women's Day 2023!

02/03/2023

Things you should never say to your customers.
• That's our policy – customers don’t care what your policy is. They want to know what you’re going to do to help resolve their issue.
• No Problem – These are two of the most negative words. Try saying you’re welcome or my pleasure.
• Someone will get back to you soon. – Define soon; today, tomorrow? Be specific.
• 'They' won't do this –Who is they? Are you implying your company? Your manager? Aren't you representing your company? Own the issue and remember you’re all on the same team. There is no ‘they’.
Remember your customers perception is your customer experience reality. Saying these will not make your customer feel valued or appreciated for choosing to spend their dollars with you.

24/02/2023

With the game of golf being rooted in tradition, there’s a level of hospitality that’s already expected. With the member experience beginning and ending with your employees, it’s important that everyone working at your club is focused on member-centricity.
Ensure your upcoming staff orientation includes training on how to enhance the emotional connection with your members and build a reputation for service excellence.

23/02/2023

When Syer goes undercover to pose as your customer and identify the gaps in your current levels of customer service, we never call out employees for average levels of performance. It's leaderships responsibility to train and motivate teams to deliver experiential levels of service. You can't expect your team to deliver exceptional customer experiences if they don't know what they're supposed to be doing.
Own the experience. Train your teams. They'll feel proud to be on a team with a reputation for service excellence.

18/11/2022

A culture is only as strong as the people who bring it to life.