I'm actually handwriting this newsletter.
Yep, with a pen. On a reMarkable. Not even sure yet how I'll get the handwriting to your email inbox.
So why? I'm AI'd out for the week. Just wanted to sit down, no distractions, and write with my hand.
But I know you read this newsletter to learn how I'm using AI and running my company. So without further ado...
Guest Experience Escalation Auditing. Specifically, post-resolution.
Here's how general escalated issues work:
Guest has a problem → AI escalates to the team
Team + AI solve the problem → AI keeps the guest in the loop
So far so good?
Here's where the magic happens. A daily workflow runs and audits every single guest issue we helped solve. It's finding so many areas of improvement:
It caught tasks where we were about to lose money. Flagged a huge bulk of them before they became a problem.
We solved two guest problems but only communicated one resolution back to the guest. The AI caught it and pushed us to close the loop.
As it recognizes trends and successful resolutions, it learns, and holds us accountable going forward.
What this is not is a way for us to “spy” on our team. What it is, is a great way to audit our systems/process to make improvements faster. The faster we iterate through poor process, the better the experience for all our customers. Some might even say this increases our hospitality output.
If you've made it this far in the newsletter, know that I'm still writing by hand and my hand is cramping.
Reply to this email with something cool you're building.