In this episode of the business of The Business, host Phil Colicchio brings in guest Dr. Martin O’Neill, director of the hospitality program at Auburn University. Dr. O’Neill tells us about all his travels and events that led him to a career in hospitality. After the break, he describes for us a few measures that should be taken by a service provider in order to make the customer experience as good as possible. This program has been sponsored by Whole Foods Markets.

“The professional complaining I do is all about improving the service.” [24:05]

“Managing failure is a very reactive thing.” [26:40]

Martin O’Neill on the business of The Business