How did our reputations fare this year?

We were beset with challenges never experienced, stretching our resources, shaking our sensibilities. No interludes for reflection or real planning; it was primal reaction time. We were all out, survival mode.

December caps this tumultuous year, and Retail is still spinning. Stores are abuzz with activity and savvy shoppers, restaurants host holiday events, hotels cater to parties and galas, call centers have their lines burning, financial services have clients evaluating their portfolios, health care awaits further definition of their market, gaming rebounds slightly, and travel has an up-tick. "It's the most wonderful time of the Year…" (Sing it, Andy!)

Is our Brand still intact or has something new evolved? Our Customers validate our Brand integrity through their Experience. What Voices have you heard, Ebenezer (past, present or future)?

• 2010 will be a year of Brand restructure, adding a new lustre to that battered reputation we hold forth in the marketplace. We know this, and we know the priorities:
• Revisit and bring back to the fold the Voice of the Customer;
• Reengage our employees, the ambassadors who deliver on our promise;
• Strengthen our Standards of Service
• Reinvigorate our Product(s) and Facilities

Don't "dis" my "rep" or sully my name, for I shall rebound mightily. That is what the Holidays are for — faith, celebration, insight, thanks, family and friends and renewed energy for the New Year.

Best to all! Ho, ho, ho.

Mr. Hendrie is a keen observer of trends and results in the realm of Travel and Hospitality.  He believes that Remarkable Hospitality is the portal to the Memorable Experience.  Seek solutions at:  www.hospitalityperformance.com