text:
Tuff Girl Fitness is a private training facility where women come to become more. In an industry that promotes losing, we want you to gain. We want you to gain strength, power, confidence, self-esteem and body love and appreciation. We want you to realize your potential for greatness, and discover how awesome you are. We are weekend warriors, athletes, mothers, and students, all with one common desire: to give all we have and be our best.
What we do in our gym goes way beyond getting fit and strong. We help people realize their full potential and discover their awesomeness. This awesomeness trickles over into the daily lives of the amazing women we coach and they leave our doors to accomplish amazing things.
It won't be easy, but it will be worth it. You are worth it. There is a Tuff Girl in you. You better bring her!
Training for the Week
Strength, power & metabolic
Strength, power & metabolic
Metabolic AMRAP (good for new starts)
Strength with a metabolic finisher (good for new starts)
Strength & metabolic with a lower body finisher (good for new starts)
Mix of TRX & strength
NEW Training
To show our incredible members just
how much we LOVE you we have planned an ATHLETE APPRECIATION Day on Saturday,
February 28 all day long! We will have a very special training for you, coffee,
snacks, the debut of our newest Tuff Girl tank, and Athleta will be here for a
trunk show! We hope to see you then!
Please sign up for desired training time
slot on Mindbody. All other classes have been cancelled. If you were signed up
for another class that day, you have been removed and credited.
We will
be running a new and unusual training and training format. Sign up for the
start time you want and know that you will be done before the hour is up!
Your first week is on us! Come give us a try! Come as you are, leave a little bit better.
60 Connolly Parkway, Building 6A Hamden, CT 06514.

subset: commoncrawl


text:
The post A Mosquito Interrupted My Guest Experience appeared first on Hospitality Excellence.
]]>Late afternoon, lazing in our cabana chairs outside our room, next to the pool, overlooking the beach, waiting for our first cocktail as sunset approached. Our guest experience so far was dreamy and our boutique hotel setting exquisite. We loved our room, the ambiance and the feelings we were having. We were comfortable, relaxed and happy with our hotel choice. Then, a high pitched buzzing noise, the sense of something flying nearby, the disturbing sight of a black insect landing on my leg, the stinging slap to end its life, a small squish of blood, a new bump and the realization that the itching would soon begin. A MOSQUITO had interrupted my Guest Experience! And, he brought friends.
Soon, we could think of nothing else and exquisite turned to annoying as more mosquitoes showed up. Our cocktails and sunset toast were neglected as we began a series of calls to solve a problem we would not have expected to have in this luxury setting. We were now uncomfortable, stressed and unhappy with the hotel for not taking care of this before our sunset experience began. Our call to the manager led to an explanation that their elaborate mosquito prevention system was broken. He sent a housekeeper to our room to "spray" but she did not speak English, did not understand the problem, thought it was inside, and not outside and simply offered to vacuum and spray air freshener. We declined her offer, left our cozy patio ambiance and headed to the bar. We told the bartender about our frustrations and that we were quite surprised the hotel did not proactively manage this insect intrusion nor know how to handle the intruders after they arrived. She jumped right in with her own frustrations noting the tiny monsters also bit her and her fellow employees regularly and that the hotel did not seem to care or help. She said the mosquitoes were often a distraction to her job and that she was less focused on the guest while she was battling the icky itches. She finally starting coming to work with her own mosquito prevention equipment and offered to share her can of bug spray. We eagerly accepted and started spraying up a storm.
Tiny annoyances like these can turn into gigantic upsets and leave guests with experiences they want to forget instead of remember.
What's interesting is how hoteliers and hospitality leaders may or may not be responding to these interruptions and how they are preparing their staff and teams to handle them if and when they happen.
In the case of the invading mosquitoes, the hotel team knew that this time of year was more mosquito intensive but did not have a plan in place to address it or alert the guests. The housekeeper who was sent to our room had no idea that she played a role in the guest experience and simply had a job to do. She had not been oriented to approach the situation from the guest's point of view and to what would make that guest more comfortable. She did not connect to the situation or the guests and simply went about the tasks she was assigned. She was there for at least 15 minutes, more time than we spent with any other employee in the hotel. She was not empowered nor in tune with the experience underway and did not even want to speak to the guests. She simply wanted to get her job done. This caused the feeling of "interruption" to be even stronger with the guests when a "connection", empathy and a positive outcome were what were needed.
Then, when the employee at the bar shared a similar experience and frustration, we knew the interruption continued far beyond the mosquito. The interruption was actually a disconnect between the hotel employees and the guest experience. While great moments had been scripted for guests in this beautiful boutique hotel setting, those moments did not flow together into one seamless experience and had not been coordinated nor managed from an overall experience perspective. The employees were trying to do a good job but they were individually focused and not linked together as a chain in experience and seamless service delivery. The employees were interrupted from delivering a good experience, which in turn interrupted the guests from receiving a good experience.
Are there areas of the guest experience where more interruptions take place than others? Are there certain employees or departments who receive less training on guest experience management such as housekeeping in the example above? Are individual tasks prioritized over coordinated service delivery and continuity? How well are employees prepared to handle interruptions? And how often, do procedures intended to support the guest experience end up interrupting them instead?
"A Smoke Alarm interrupted their Guest Experience"
At a beautiful boutique resort, the smoke alarm went off at 11pm. The two guests, in their 80's, who were almost asleep, panicked looking for a fire, called the front desk immediately and were told engineering would be right up. There was no fire but engineering was not right up. Luckily the alarm stopped on its own before engineering got there. When the engineer did arrive, he took a cursory look and said all looked fine. There was no emotion or empathy about the disturbance or late hour. No follow up or concern by front desk. No acknowledgement about the interruption.
At 7am the next morning, the smoke alarm went off again in the same room. This time, both of the elderly guests were sound asleep and so their reactions were more frightened and stunned. They called the front desk immediately and were told again that an engineer would be right up. The alarm kept blaring and the guests called the front desk two more times asking when the engineer would come and stop the shrill sound. The alarm continued for 15 minutes straight until one of the guests finally stood on a chair and pulled out the batteries from the alarm, not a great thing for an 80 year old to do?
The engineer showed up a few minutes later, noted that the battery should have been changed a few months earlier and had been overlooked. Unfortunately these elderly guests had to pay the price of lost sleep and unexpected anxiety for this two time loud interruption. There was no apology or empathy as it was happening, no acknowledgement of the trauma this had caused the guests, twice now, and no solution offered initially to make up for their discomfort. There was also no follow up or response by the front desk other than to schedule time to replace the battery.
In these interruption scenarios, housekeeping and engineering were called in to address the situation yet neither one seemed to recognize their role in the guest experience. They did recognize they had a job to do, a procedure to perform and problem to try to solve. They had not been trained on how to make an emotional connection with the guest. They were not skilled or trained in service recovery. They were not oriented to their role and link in the chain of the guest experience. And their own experience and effectiveness was diminished by having to interact with dissatisfied guests and unrewarding outcomes and not knowing how to handle them.
Engineering and housekeeping spend a good percentage of their time on interruptions and things that need "fixing" with guests. Yet, how much time is spent with these two departments relative to other areas of the hotel as it relates to guest experience training? Do employees in these areas understand the behaviors essential to interacting with guests in stressful or less than wonderful moments? Do they understand the skills required for effective service recovery or do they even recognize when they are needed? Do they feel empowered to take charge and play a stronger and more emotional role in the guest experience that would allow both them and the guest to feel better?
Oftentimes, these departments are not a focus of guest service training or emphasis and yet they may end up spending more time with guests than those that do receive more intense guest service training. They are the ones that come to the door or the meeting room and must respond, answer or solve a problem. It may take them several minutes or trips so their interaction time with the guest can be extensive. How they handle it as well as how they then pass the baton to the next touchpoint in the guest experience can also impact service delivery in a positive or negative way.
And, beyond these departments, how are the rest of the employees oriented to handling interruptions or assisting departments like these in managing them with the goal of seamless service delivery and a flowing guest experience in mind? Think of the front desk in the alarm scenario and how they could have played a greater recovery role.
Consider the following to better assure superior results and that the desired experience is not interrupted in your hotel or organization:
Don't let mosquitoes, smoke alarms or other annoyances interrupt your guest experiences. If they do happen, take the sting out of them with effective and empathetic guest experience management. Prepare your staff with service recovery strategies and make sure they are not interrupted on the job either. Minimize alarming moments with guests. Maximize the positive opportunities that come with continuity and seamless service delivery. Spray on Service Excellence for the ultimate guest protection.
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]]>The post Cultural Inspiration on Service appeared first on Hospitality Excellence.
]]>Aloha! Kia Ora! Hey y'all! Bienvenidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are uttered? What do we associate with those greetings and the people in those states or countries who say them? How do they impact us emotionally and do they change the way we perceive and receive our experience in that place?
Cultures around the world have many insightful and practical traditions and styles that can benefit a service mindset and in turn enhance service delivery. Let's take a look at certain cultural traits and their potential impact in today's hospitality world and guest experience management.
Consider how hospitality and business leaders and their teams may adapt some of these cultural traits and examples to benefit their own teams in guest and customer interactions. Note how these examples may serve as inspiration and motivation for a stronger service culture and more engaging guest experiences.
The Spirit of Aloha: The Hawaiian Style of Hospitality
I had the opportunity to live in Hawaii as a young girl. While there, I studied and performed Hawaiian dancing which required me to be completely immersed in and part of the Hawaiian culture and in turn the Aloha spirit. My teacher showed me how to tell stories through my hands, my eyes and body language in each dance that she taught. I learned first hand how Aloha is a way of life, an attitude and an authentic style of communicating from the heart. Thinking back to those moments and talking to those who experience Hawaii today, there are strong applications for that Aloha spirit in today's service environment. This Hawaiian way of thinking offers unique insight into a way of interacting with others that touches emotions and leaves lasting memories. Aloha is a word that means so many different things in the Hawaiian culture including hello, welcome, good bye and even love, compassion and friendship.
According to Aloha International in an article by Curby Rule, within the root words that make up Aloha the following meanings are:
Mr. Rule notes that using Hawaiian language grammatical rules this translates to "the joyful sharing of life energy in the present" or simply "Joyfully sharing life". What a wonderful approach to training people in hospitality or any service delivery environment! When guests or customers come to a new destination, a new property, a new restaurant or a new attraction, they want to share life in a way different than the place they just left which is why they came. They want to make a connection. They want to feel the energy of the place they have chosen. They want to have joy or other positive emotions as their reward for choosing that location.
Taking this line of thinking even further, in 1973, Serge Kahili King conceived 'The Aloha Project' as a way to join people together in a spirit of Aloha based on the wisdom found in Hawaiian philosophy and culture and focusing on physical, emotional, environmental, mental harmony. Again, great application for any hospitality environment as creating experiences that yield physical, emotional, environmental and mental rewards are the ultimate goal to engage and delight guests. The key is understanding how to trigger these applications and this spirit in employees. Employees need to "feel it" too and have that same joyful energy in sharing life experiences in the places they work along with the people they serve.
Many islanders witness mainlanders coming to the islands with hectic and overworked demeanors. Hawaiian locals call it "mainland attitude." Once exposed to the Hawaiian lifestyle, slowing down and opening up to that spirit of Aloha, the transition happens and they don't want to leave. Even the simple gesture of a Hawaiian lei, a handmade ring of flowers, usually plumerias, makes locals and visitors alike feel so welcome and so happy. Imagine how hospitality leaders and their teams could apply the Aloha spirit to inspire a similar transition in guests so they don't want to leave either, may stay longer, spend more and can't wait to come back. Say Aloha to a service culture that starts from the first point of arrival through every moment until departure. Welcome a powerful guest experience management strategy.
Kia Ora! New Zealand Style
When I landed in Queenstown, New Zealand last year, something felt different, even in the airport. Students from the Queenstown Resort College were there to greet me and other attendees and delegates for the 60th International Congress of Les Clefs d'Or Concierges. They welcomed us with "Kia Ora" which I soon learned was a Māori language greeting meaning, "be well and healthy" and serves as an informal "hi". It is also used as a farewell and a thank you, similar to Aloha. It was that feeling of "informality", that "hi", tinged with an authentic interest in my well being that introduced me to the New Zealand style of hospitality from the first moment. Even with an unfortunate mishap with lost luggage, that spirit of caring beyond the procedural issues of locating my baggage was evident with the Air New Zealand baggage team. They reflected genuine interest in my arrival, not just the logistics of my lost items. Jonathan McNay of Limousine Line Queenstown provided my transportation from the airport to the hotel and showed tremendous pride in being the first person to introduce me to the beauty of Queenstown. He shared little anecdotes that he thought might more strongly connect me to the New Zealand experience. Jonathan showed that informality combined with authentic interest for me to be well during my stay. Checking in to the Crowne Plaza Queenstown, the friendly greetings continued with the front desk team, the early and late bar staff and a personal greeting and welcome from General Manager Reinier Eulink and Chef Concierge Fiona Lawson. Each of these touchpoints continually reinforced that Kia Ora spirit and a feeling that each of the people in these different roles cared. It was so consistent.
Mayor of Queenstown, Vanessa Van Uden, told me that they had spent a lot of time uniting the Queenstown hospitality and retail community in that caring feeling. When locals see visitors or guests taking photos, locals are encouraged to ask if they can take the photo so the entire guest party can be together. Little proactive gestures like that reinforce that the whole culture cares and that it's not just about tourist or hotel dollars, it's about a feeling of welcome and that each individual experience matters.
That spirit of caring about the experience and informal friendliness continued on a visit to the neighboring village of Arrowtown, a historic gold mining town. First a purchase of longhair cow boots at Woolpress Arrowtown on Buckingham Street, allowed me to meet owner Bruce Gibbs, who carefully explained the store's environmental commitment to the area along with where my boots were made. A visit to Betty's Liquorstore to purchase Zumwohl, a New Zealand made German-style Schnapps, resulted in meeting Brendan who promised to research ways for best enjoyment and followed up almost immediately with an email of recipes. That extra effort, the extra interest, that extra bit of caring about MY experience continued in each shop I visited.
Even when I was leaving and worried about some extra baggage, Jochen Wauters, Event Manager from Sole Events, jumped in to help me and called airlines to ensure I would have an easy journey back to the United States. He even followed up by phone to make sure I was comfortable. I left Queenstown and New Zealand feeling so emotionally rewarded by a culture that seemed to care about me being "well" every step of the way!
Each hospitality and business environment can apply a Kia Ora approach when orienting, training and inspiring employees in a service excellence philosophy and in turn, culture. Service does not have to be formal; it can be as simple as "hi". And, when everyone in the experience is oriented to that culture, whether it be "Kia Ora" style or something else, the consistent reinforcement of that culture yields amazing positive results and reactions. Service cultures start with caring which then leads to making a commitment to certain types of behaviors. Those behaviors lead to making a connection and those connections lead to engagement. Engaging guests is what will lead to the emotional rewards that lead to the business and bottom line rewards of guest loyalty, positive reviews and referrals. Committing to that mindset and then training employees and teams to deliver the behaviors to support that mindset are essential for that cultural impact.
In Malcolm Gladwell's "Outliers", he introduces the cultural impact of the paesani culture of southern Italy, which was transplanted to the hills of eastern Pennsylvania in the town of Roseto. Gladwell introduces the study done by physician Stewart Wolf and sociologist John Bruhn, on the "Rosetans", originally from Roseto Valfortore southeast of Rome, in Italy, and how they defied all odds in their health and social structure. The Rosetans had virtually no or minimal heart disease and attacks, lower death rates, no suicide, no alcoholism, no drug addiction and very little crime. Their fascinating findings stunned the medical establishment by causing them to think about health in terms of "community" and the impact beyond the individual on others-the culture of which they were part- instead of genes, eating and exercise habits. Their concluding statement was that we now need to "appreciate the idea that the values of the world we inhabit and the people we surround ourselves with have a profound effect on who we are." WOW! Proof that identifying, establishing and inspiring a unifying culture, reinforced by a supportive environment, really works and can lead to amazing results.
On the other hand, without that reinforcement and unified culture, sporadic good moments lose their impact and leave both employee and guest without the positive experience both desire. At a ski resort in North America, celebrations were in place for a historic anniversary. On the day of the anniversary, many events were planned and skiers, dignitaries, guests and employees showed up for the festivities. Resort representatives were positioned all over the area to be resources and celebrants with guests. Guests continually asked various employees about the schedule of events throughout the day and were often met with the response, "we don't know exactly, they didn't tell us the details of the whole day". Amazing. So much work leading up to the celebration and all the events and yet the people on the line were not completely informed or inspired by what was taking place. They did not share the same values of the organizers or feel as connected as they could have been to this important event. These employees were frustrated and left out and then did the same for the guests asking the questions. The culture was not defined or in place which yielded a less than desirable result.
Whether Guests and Employees Hear
"Hey y'all" in the South of the United States (southern hospitality), "Bien Venidos "in Mexico (festive, lighthearted and genuine), "Bienvenue" in France or Canada (appreciation for the details, elegance and savored moments), "Saa wee da ka or Saa wee da krap" in Thailand (gracious and genuine hospitality), a feeling of welcome, a unique style and a passion from that culture will come across and reveals wonderful examples and applications of how an experience can be defined by a single word or phrase, explained in a way that is meaningful and that reflects an overall philosophy for how to make people feel. Words and feelings that come from a culture, not from a dictionary, developed over centuries, can cause entire populations to change the way they think and behave. This can be a shortcut to craft touch-points and guest experiences that you want in your hotel and organization and can provide creative opportunities to adapt elements of that culture to create unique hospitality cultures within an organization.
Think about what you want your front desk to convey, how you want your food and beverage team to interact with guests, how each department works with each other and what effect the whole organization can have on each employee delivering the experience. Create great excuses to inspire and move employees to deliver unforgettable experiences and to connect to the emotional elements of their role and what it means to others. Make it meaningful to those employees as well.
Take your employees on an emotional journey and travel to new places in guest experience management through some of these cultural inspirations. Inspire your own culture and commitment from top to bottom and inside and out. Feel the passion from shared beliefs and values and pack your bags for success!
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]]>The post Sixth grade and Service Excellence! appeared first on Hospitality Excellence.
]]>As one of six featured speakers from a variety of industries including technology, media and medicine, they introduced me as an internationally recognized expert in the hospitality and service industries and asked me to share perspective on my career and successful strategies these young minds could consider. I thought back to my own feelings and perspective as a sixth grader and what would have been meaningful to me at that time and also something I could relate to at that age. First Impressions! In our training sessions, we always say "you never get a second chance to make a great first impression" and so it goes in each moment these young people are now encountering. When they meet new teachers, when they deliver school reports, when they interact with parents, when they apply for scholarships, when they make phone calls, when they try out for teams , when they participate in competitions, when they make new friends and the list continues.
These are all powerful impression forming moments and most young people are not yet aware of their own personal power in making those moments good , bad or indifferent. In most cases, those impressions are made within 7-30 seconds. What are the factors that make not only a great first impression but a lasting one that will impact future encounters and perceptions of who you are and your potential?
The students were engaged and attentive as we talked about how appearance, courtesy, tone of voice, language, knowledge, ambiance, timeliness, attitude and professionalism all are part of the impression development formula. I shared examples with them that they could relate to with current pop and sports stars , who is doing it right and who is doing it wrong and the impression trail they leave with their audiences. I played both good and poor phone calls for them so they could understand the power of something as simple as tone of voice in making an impression. We talked about body language and how their growing arms and legs and their facial expressions can say it all before even uttering a word.
Interesting to note that many adults have forgotten or still have not figured out many of these factors and yet how key they are in any job role and especially in service delivery. Perhaps it's time for all of us to go back to school for one brief moment, to rewind our minds to a time when we were just learning how to be in a grown up world, to rethink and retool these very simple concepts so we graduate to a higher level of service excellence and impact as well! Thinking about this, maybe we will get a second chance to make a great first impression!
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]]>The post Patient Expectations! Patient Service! Patient Excellence! appeared first on Hospitality Excellence.
]]>Can all of these be combined into one solid prescription for positive patient experiences? Recently, I had the opportunity to speak to the Broward County Medical Association in South Florida to discuss this very issue. Cynthia Peterson, Executive Vice President of the Association notes that rude staff and wait times are the biggest concerns she hears from her members. So, what can be done to deliver Patient Service Excellence? The answer-focused Patient Experience Management! Understanding all the touchpoints that can impact a patient in a positive, negative or indifferent way is the first step…recognizing how each point of contact plays a role from how the appointment is made, directions to the office, those powerful first impression moments with the greeting and registration and each step that follows.
Training healthcare teams to better understand the personal role they play in the patient experience along with the procedures they are taught to follow will make a huge difference in their own perception of their roles and in turn, the service that patients receive beyond their medical treatment. Recognizing that each task, each step of the appointment is creating the experience and that each employee has the power to influence that experience is key to today's healthcare strategy. Patients are now asked to rate their experience and grade those very things which in turn will impact the profitability of that practice. Take proactive steps to get the top grades in the healthcare class. It will make a healthy difference in patient satisfaction as well as the bottom line.
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]]>The post Getting Dimensional About Guest Experiences appeared first on Hospitality Excellence.
]]>Intangible behaviors, effective leadership, thoughtful training, soft service skills and perceptual insight lead to getting the emotional dimensions of the role that the people have in creating the guest experience.
Exploring the many dimensions of service, both physical and emotional, and how to tap into a variety of experiential moments leading to the most meaningful guest experiences
is about taking a deeper dive into what happens in service touchpoints and interactions. It's about exploring how your guests might react to the messages, people and environment on their experiential journey to your site or property. It's about discovering how guest emotions and senses will be tapped or untapped by what you perceive to be a connection. Exploring these dimensions is also about evaluating and managing the results when the venue misses the opportunity to proactively construct the experience itself beyond the mere physical environment and what actually may or does happen from the guest's point of view. And, when opportunities are missed, follow up with the guest to explore restoring faith in the properties ultimate goal of great guest experiences.
Getting all of the physical and emotional dimensions integrated and focused into one overall strategy and performance will yield the most desired and memorable guest experiences. Hoteliers must recognize they and their teams are the ones who must get dimensional about discovering and delivering those experiences. Otherwise, guests are left to take a stronger, more proactive (and often more frustrating) role in securing those experiences to meet their expectations when they were expecting the resort and employees to do that for them.
Top rated reviews, customer loyalty and powerful referrals are the results of getting those experiences right. Those experiences are triggered by emotions which run the gamut of positive, negative and indifferent reactions by guests. Those emotions and feelings are what the guest will take with them, even beyond the photos they take, the journey they made and the events that took place.
A recent guest experience showcases the dilemma created when the stage is set to create powerfully positive guest expectations, and yet the team and property's performance virtually misses the opportunity and requirement to guide and meet those expectations at a level, a dimension, below the surface.
"Sometimes getting good experiences and service can be so exhausting!" This comment from a recent 'über' traveler to a new luxury brand hotel in Asia revealed missed opportunities to secure not only guest loyalty but additional income and positive referrals. Several dimensions of delivering an experience that was not only expected but promised in hotel messages were missed.
This guest and her family are savvy travelers and make international excursions to luxury properties 2-3 times a year. In her professional role, her colleagues and clients value and seek out her recommendations and reviews of the international experiences she has. She researches each trip meticulously and communicates extensively with each property in advance to ensure her expectations are clear. She was exhausted trying to achieve this goal before even arriving and after a less than satisfying experience upon her return, reached out to me to ask, "is it my responsibility to create my own memorable moments, to make sure everything at the resort is in 'working order' and to expect a top level experience for a resort of this stature?"
This was a beach-pool resort in a remote yet beautiful location. Cultural activities were almost 2 hours away so her focus was primarily the resort experience, with only a few excursions due to the distance. For this particular guest, the beach and pool were key priorities for her family's style of enjoyment and relaxation in this resort's exquisite setting. The pools were beautifully designed and landscaped (physical dimension). The beach was enticing and alluring. She noted that the resort was exquisite and that the staff was lovely, but that was the case in many resorts she could have chosen all over the world. With that in mind, she went on to share her pre and post impressions and after great anticipation and expectations, what actually happened. She asked, how much of this is/was her responsibility and were her expectations out of line? Take a look at her specific issues and how a more "dimensional" approach to each situation could have changed the experience. Consider similar situations that have occurred or might occur at your property and how a deeper focus might change the outcomes and how to respond to guest perceptions that may be different than what your property delivers.
At the time she made her reservations, well in advance of her visit, key information she normally secures in her preliminary research such as menus, prices, special events, tours, schedules, was difficult to source and understand and required extensive email communication in advance. When speaking with the reservations team, they could not find the information either and had to send her PDF documents of the information she desired. She shared she felt "exhausted to discover information herself and then get the detail." And though she found reservations agents to be attentive, thoughtful and responsive to her questions, she had to take on the responsibility of uncovering the guest experience. Although this may be due to the resort being a newer property, this guest had to work extra hard to get what she needed in advance.
Dimensional Insight - Hoteliers and their teams need to have that extra dimension of what guests are researching and looking for when they begin their quest. For many, the website is the initial contact and first part of their journey. For a guest, it's the beginning of their excitement and their emotions start to kick into gear. They are thinking about the new tastes, fragrances, sights and sounds that will be part of being in a new place, new land, new setting. Think about what a guest might be feeling as they consider an experience at your resort and how that feeling may begin on and through your website. How much does your website communicate about the actual experiences of staying at your property and all the ways they might be more personalized? Does the website evoke emotion, get them excited and encourage them with the possibilities? The website may be the first impression point so what should it do and convey that makes the guest experience come alive before they even set foot on the property and encourage the guest's dimension of thought? How thorough should information be so that guests can navigate easily to get the information they desire? Consider how to prepare for guest expectations, potential interests and in turn greater income with your website window to your property in a deeper way than you might previously have considered. Invite employees not related to the website, marketing or advertising efforts to review the site and see if they believe the resort experience is fully presented to guests online. Adding more perspectives adds more dimension to what guests may perceive.
Key physical features of the resort which attracted them to select this property and location were the ways in which water was featured in 2 large pools, 1 Jacuzzi and the beach. Upon arrival, this guest and her family learned the heaters for each pool were broken resulting in such cold water that no one was swimming. The beach was also a disappointment with cold water, strong ocean currents and more broken glass than one might expect in the sand in front of the resort, making even a beach walk less appealing. With new swim suits in hand, they had to adjust their expectations to looking at the water and not swimming in it for the entire trip. For these guests and what they had hoped, this was a huge disappointment no matter what the circumstances that caused them. Their teenage daughter spent most of the time in the room watching TV instead of swimming at the pool or beach, a key interest for her dimension of the experience. After approaching the Resort manager, he noted that the pool heaters had been broken for awhile, was typical for that location, and offered a minimal apology. He offered one complimentary dinner at the resort as compensation for the full week of no swimming and no advance warning of the inoperational parts of the resort.
What can hoteliers do when key features, like the beach or pool, are not working? What if construction or other unexpected interruptions take place? Guests will understand if their expectations are met in other ways and if there is empathy for their frustrations and disappointment. Many guests travel a long way and at considerable expense for vacations like this and want to find above and beyond value no matter what Mother Nature and unexpected upsets present. Perhaps the dinner and short conversation were not enough as an attempt to appease this guest. Guests want to know their opinions and reactions matter and that there is recognition for their comments and the experience they missed before, during and after their trip.
What other dimensions of service can hoteliers come up with to appease disappointed or upset guests? Is there a neighboring property to shuttle guests to where those features are working or can a free planned excursion be set up or a refreshing spa experience? Ask existing employees for ideas on how to enhance a disappointed guest's experience. You may be surprised and delighted with ideas from your own teams. Don't miss the emotional boat that may be able to take guests elsewhere and create new opportunities for memorable experiences, even if different than what they expected.
Dimensional Insight - Hoteliers cannot always forecast Mother Nature or problems that may occur but they can be honest with guests about what to expect and offer other options to satisfy their desires. Facts like water temperature this time of year, beach conditions and swimming /water options in lieu of pools are just some of the ways this guest's expectations could have been better established in advance, even with unexpected weather Service recovery in these instances also offers many new dimensions to connect on a deeper level with guests. Taking the time to empathize with a disappointed guest, acknowledge a frustrating and unexpected situation and respond with a creative solution to reinvigorate those excited emotions can make a huge difference. Guests can tell when efforts are authentic and when hotel employees really care that an experience is genuine and personal to them. In this case, the physical dimensions of service evoked emotions of dismay and disappointment in their memory of and feelings about this property that they had heard so much about, researched and anticipated.
Gardeners outside their bedroom woke them up extra early with loud yelling as they did their work on the landscape on two of their seven mornings.
Dimensional Insight - Perhaps these gardeners were more focused on getting their job done well in the garden and not as focused on the emotional impact of the noise they were making. They did not have that extra dimension of understanding of the many ways their role impacts the guest experience. They understood the procedural side of their role and making sure the grounds looked exquisite and groomed as in all the hotel pictures. They did not understand the personal side of their role so they ended up without the deeper perception of their role in the guest experience. Training employees like these to better understand all the ways and touchpoints that might impact a guest experience is a rewarding and powerful strategy plus these employees will feel even more connected to the experience they are delivering. Telling them to stop the noise is one thing. Training them to understand the many dimensions of service and the experience are another.
Like many vacationing guests, this guest chose this property as one of two precious yearly family trips, spent considerable expense and traveled a long way. She and her family shared many great meals and moments in the hotel, indulged in the spa, loved the beautiful resort setting, appreciated the warmth of the staff and yet left feeling frustrated due to the dimensions that were missed for this highlighted week in their lives. Studies often show that it takes 11 good impressions to overcome one bad one. Make sure enough of those good impressions take place when the bad one is discovered.
The resort in this example is now making great efforts to get those good impressions back, understand all that transpired and make amends. Immediate service recovery is key when scenarios like this take place and should involve senior levels of management and attention.
Guest experience management is about recognizing all the areas that will impact the guest experience before, during and after their stay. It's about understanding all the dimensions, physical and emotional that will touch, inspire, reassure and please a guest and all those that might not. It's about anticipating, analyzing and planning for guest experiences and taking an in depth look at the impact of each touchpoint. It's about understanding how a guest might feel during each step of their journey to get there. It's about preparing for the unexpected and compensating for disappointments and areas not in working order. It's about guest perceptions and how they compare to the property's perceptions and how to ensure those both coincide in a positive way. It's about going deeper, going beyond the surface and going into a dimension of understanding to meet and exceed expectations.
Take a look at the physical and emotional dimensions of your property or business environment. How deep have you gone into the understanding of the guest experience? How well have you trained your teams to understand all those dimensions? How well do you and they know how to discover guest frustrations and recover with new options?
Is your website simply information and communication on what you offer or does it fully open a window into the many dimensions a guest will or can experience and in turn reach them emotionally before they get there?
Perhaps with an extra dimension of understanding, guests like this don't have to be disappointed and their expectations can be better established with a deeper perception of what will trigger the final results. Hoteliers who are dimensional in their approach, who go beyond the surface with both employees and guests, before, during and after their visit will inspire the delightful experiences that will inspire guest loyalty and referrals. Make sure all dimensions are in "working order" and enjoy the physical, emotional and financial rewards your guests will deliver during their stay and beyond!
The post Getting Dimensional About Guest Experiences appeared first on Hospitality Excellence.
]]>The post Organic Service appeared first on Hospitality Excellence.
]]>Vivi, our amazing server at Tee- Jay Thai Sushi
With all the changes and updates in technology, guest preferences and lodging options, being able to respond and deliver in an Organic way will be key to long term success and loyalty and the positive reviews and referrals triggered by positive emotions. Consider going "organic" in your service strategies and plant seeds for unexpected and rewarding guest and employee experiences.
The post Organic Service appeared first on Hospitality Excellence.
]]>The post Being "In the Moment" with the Past, Present and Future appeared first on Hospitality Excellence.
]]>There was Joseph, the "hat man", selling his beautiful chapeaux at Les Puces, making this simple purchase into a special occasion. We ended up buying 5 hats instead of 1, just because it was so much fun to interact with him. There were the chanteuses and chanteurs( singers) at Chez Louisette bistro along with owner Richard, who welcomed and captivated us so much we stayed two hours instead of one and spent twice as much! There was Lionel, the Chef Concierge of the Hotel Raphael, who greeted us like royalty and made a simple walk in the lobby a VIP experience. We will now refer his hotel more because of his gracious welcome. There was the local wine shop owner on Rue Marcadet who not only helped us select a lovely wine but helped us pick out the fresh cheese and sausage to go with it and went deep into his refrigerator to find us the perfect combination. In turn, we went deeper into our pockets.
All this to say, being "in the moment" is profitable , both for the soul and the bottom line. Training our teams to understand how that first impression, made within 7 seconds , is key to everyone's experience and that whatever happened in the past is completed. When the baton is passed to you, it is time to focus on the present and maximizing that moment . When that happens, send your guests into the future with a positive memory and the desire to come back for more.
Vive á ce moment!
The post Being "In the Moment" with the Past, Present and Future appeared first on Hospitality Excellence.
]]>The post Don't Put Service in a Box! appeared first on Hospitality Excellence.
]]>Luiz is a great role model of service excellence and an authentic example of really caring about the people that are his customers. How many times do we or our employees have to repeat the same information to our guests or customers and how are we delivering that information? Do we get exasperated or bored after the 10th time or are we valuing the interest and relationship behind each question asked?
When I worked for Disneyland in Guest Relations, we had to answer the same questions about parade start times, attraction updates, weather reports, and many other basic questions over and over again. It was completely repetitious for us but it was the FIRST time for each guest that asked. It was not easy but we knew we were part of that guest's experience, even in those few inquisitive moments.
Keeping our comments fresh and inspired with the same genuine enthusiasm that Luiz uses with his customers each day is what service excellence is all about. Valuing the interest and relationship behind each question is key to delivering that value back. Exceptional service is not something that happens once. It's only exceptional when it happens over and over again and when each repeated time sounds like the very first time.
The post Don't Put Service in a Box! appeared first on Hospitality Excellence.
]]>The post Goats and Ponies appeared first on Hospitality Excellence.
]]>Why the difference and what motivates one to be a Pony or a Goat? It usually starts from the top and if the boss has a "Goat " attitude toward employees then the employees will reflect that same attitude to guests. If a "Pony" is at the top, then guests and customers will benefit from greater experiences because they are part of great experiences in their work environment. Hospitality Leaders, employers and organizations can address the Pony /Goat syndrome through training on Guest Experience Management at both management and frontline levels and how each moment delivered in any service interaction can be enhanced . "Ponies" understand how both the procedural and personal sides of service flow together to yield perception on how to make the positive difference at each touchpoint. "Goats" usually only focus on the procedural side and don't get as far as perception. Guests and customers end up dissatisfied and the employee feels that and is unsatisfied as well.
"Pony up" to hospitality excellence and don't let service mishaps "get your goat!"
The post Goats and Ponies appeared first on Hospitality Excellence.
]]>The post The REALITY SHOW of Service appeared first on Hospitality Excellence.
]]>I will review and share Guest Experience Excellence around the globe via this Blog and provide an inside analysis . I will look at how Hospitality Excellence is delivered in a variety of industries and at all levels within an organization. And, I will highlight the spontaneous and planned touch points that make the difference in any one or series of service moments. Back to what makes that feeling of hospitality REAL ….AUTHENTICITY! Recently, I boarded my dog in a wonderful and caring kennel that I go to frequently. When I picked up my precious pooch, I asked the girl on duty a few questions about his stay and eating habits. Even though she mentioned she had only been working a few hours, she answered quickly with short responses and no detail. My dog is like my other child so I wanted more. She answered abruptly again and I could tell her answers were not sincere or even accurate. I could feel it and it was so unsatisfying . It made me feel uncomfortable about his care. She was able to change my positive feelings into negative ones by being insincere and not showing that she cared about being real with me or finding out the real answers. I was so excited and happy to get my dog and she changed those feelings to anxiety and frustration. Her Reality Show was about getting the procedure of checking me out quickly and was not interested in anything personal that might matter to me. Luckily, the owner's son walked in and gave me what I needed and added the personal touch and information i was missing. But I still left wondering why this one employee would jeopardize a loyal and profitable relationship by not being real and authentic with me.
When any of us watch Reality Shows, we often wonder if the participants are authentic in what they are saying or feeling or if they are playing to the cameras. When any of us are receiving service, we may wonder if our business is truly appreciated and if employees are just playing to us for the transaction. Understanding the emotions involved in service delivery, how they make people feel and how sincere each gesture, each moment, each touch point will collectively impact the final outcome and long term result is what AUTHENTIC SERVICE is all about.
Stay tuned for more on how to create AUTHENTIC moments and experiences that lead to a hit series in any business!!
The post The REALITY SHOW of Service appeared first on Hospitality Excellence.


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Score Search
Sheet Music Catalog
[1-11] One day August decides to go into the mountains.
[12-37] He is casually strolling the way up in a relaxed manner, poorly equipped. [38-53] The mountain top before his eyes, [54-69], he sees a short cut through a rock wall. He is climbing up t
Als August in die Berge ging - When August went into the mountains
Chrysanthemums are herbaceous perennial flower plants. The leaves are deeply lobed with large flower heads. Each flower head is a cluster of many flowers, as it is composed of short disk flowers which are surrounded by rings of longer ray flowers. D
Welke Blumen - Konzertwalzer - Wilted Flowers Concert Waltz
A three-movement composition for English horn with the movement sequence allegro - moderato - presto.
The concert for English horn and concert band was created to show the variety of the English horn and contrast it with the concert band.
Solo für Englischhorn und Blasorchester - Solo for English horn and concert band
After its premiere in Dublin in 1742, "Messiah" by George Friedrich Händel has often been rearranged in the course of its history. Solo voices and choirs were changed or the instruments in parts of it were adapted because of practical considerations
Halleluja aus Der Messias - Hallelujah from Messiah
"Jupiter" from the fourth movement "Jupiter, the Bringer of Jollity" of the orchestral suite "The Planets" by the English composer Gustav Holst.
Holst composed this piece in the years 1914 to 1916 for a large symphony orchestra, in the last movemen
Jupiter aus "Die Planeten" - Jupiter from 'The Planets'
Solo for 2 clarinets in B or Es and concert band.
The Dreadful Story of Pauline and the Matches.
Mamma and Nurse went out one day,
And left Pauline alone at play;
Around the room she gayly sprung,
Clapp'd her hands, and danced, and sung.,
Minz und Maunz Solo für 2 Klarinetten - Minz and Maunz solo for 2 clarinets
In his suite Mussorgsky musically arranges ten pictures of Hartmann, structured by the "Promenade" which returns four times and shows the viewer walking through the exhibition. The "Promenade" is also at the beginning of "Pictures at an Exhibition"
Promenade aus "Bilder einer Ausstellung" - Promenade from 'Pictures at an Exhibition'
You can order the scores as a PDF and print them out yourself.
All Pdf Download-scores in the shop of music publishing Hafner are set with professional music notation software and have an excellent print image.
Payment by PayPal
Select the order step "method of payment" "PayPal" and you get the request for payment via PayPal.
If you do not have a PayPal account, you can open a PayPal account, and then confirm the payment.


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Genta Completes $5 Million Financing
Genta Incorporated (OTCBB: GNTA) announced today that the Company has entered into definitive agreements with institutional investors that released $5 million in gross proceeds from a control account that had been established pursuant to the issuance of Convertible Notes in March 2010. The funds had been subject to certain restrictions and security interests, which have been released with the new agreements.
Proceeds of this transaction will be used as follows:
- to determine survival results from Genta's completed Phase 3 trial of Genasense ® (oblimersen sodium) Injection plus chemotherapy as first-line treatment of patients with advanced melanoma (known as AGENDA). Followup from AGENDA will complete in the 1 st-quarter 2011;
- to complete Phase 2 and initiate a Phase 3 trial with tesetaxel, the leading oral taxane in clinical development; and
- to select a lead oral gallium-containing compound that will advance to clinical trials for treatment of diseases associated bone loss.
"This transaction provides sufficient funds to support the Company's activities into Q4 2011," said Dr. Raymond P. Warrell, Jr., Genta's Chief Executive Officer. "Determination of AGENDA survival represents a potentially transformational opportunity for Genta in the near-term. This year, we initiated four new Phase 2 trials with tesetaxel, and our proposed Phase 3 study in gastric cancer is pending completion of global regulatory review. We envision that tesetaxel could enter pivotal Phase 3 trials in 2011."
About Genta
Genta Incorporated is a biopharmaceutical company with a diversified product portfolio that is focused on delivering innovative products for the treatment of patients with cancer. The Company is developing tesetaxel, a novel, orally absorbed taxane that is in the same class of drugs as paclitaxel and docetaxel. As the leading oral taxane in clinical development, tesetaxel has been evaluated in a broad program of completed or ongoing Phase 2a/Phase 2b clinical trials. The Company has announced that gastric (stomach) cancer will be the lead indication for Phase 3 registration studies. Genasense® (oblimersen sodium) Injection is a modified DNA-based antisense drug that may enhance the effectiveness of anticancer therapy. Genta has completed enrollment in a randomized, double-blind Phase 3 study of Genasense ® in patients with advanced melanoma, known as "AGENDA". Genta is exclusively marketing Ganite® (gallium nitrate injection) in the U.S, which is indicated for treatment of symptomatic patients with cancer-related hypercalcemia that is resistant to hydration. The Company has developed proprietary oral formulations of the active ingredient in Ganite ® that are being evaluated as potential treatments for diseases associated with accelerated bone loss. Ganite ® and Genasense ® are available on a "named-patient" basis in countries outside the United States. For more information about Genta, please visit our website at: www.genta.com. Safe Harbor This press release may contain forward-looking statements with respect to business conducted by Genta Incorporated. By their nature, forward-looking statements and forecasts involve risks and uncertainties because they relate to events and depend on circumstances that will occur in the future. Such forward-looking statements include those that express plan, anticipation, intent, contingency, goals, targets, or future developments and/or otherwise are not statements of historical fact. The words "potentially", "anticipate", "could", "calls for", and similar expressions also identify forward-looking statements. The Company does not undertake to update any forward-looking statements. Factors that could affect actual results include, without limitation, risks associated with:- the Company's ability to obtain necessary regulatory approval for its product candidates from regulatory agencies, such as the U.S. Food and Drug Administration and the European Medicines Agency;
- the safety and efficacy of the Company's products or product candidates;
- the commencement and completion of any clinical trials;
- the Company's assessment of its clinical trials;
- the Company's ability to develop, manufacture, license, or sell its products or product candidates;
- the Company's ability to enter into and successfully execute any license and collaborative agreements;
- the adequacy of the Company's capital resources and cash flow projections, or the Company's ability to obtain sufficient financing to maintain the Company's planned operations;
- the adequacy of the Company's patents and proprietary rights;
- the impact of litigation that has been brought against the Company; and
- the other risks to the Company's Business as described in the Company's Annual Report on Form 10-K and Quarterly Report on Form 10-Q.
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10' x 10' Unit
First Full Month's Rent $1 when paying 1st and 2nd month at lease signing on minimum 3 month rental.
SpareFoot will never be beat on price. Click for details.
Eligible for $20 Amazon Gift Card. See details.


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Vouchers for the San Francisco Time Machine tour can be redeemed starting Saturday, July 6, through July 10, 2014. Vouchers for the Drag Me Along tour can be redeemed starting Sunday, July 14, through July 13, 2014. Vouchers for the SF Food Safari tour can be redeemed starting Friday, July 19, through July 11, 2014. Reservations are required and must be made 1 week in advance. A 24-hours cancellation policy applies. Subject to weather conditions. Not valid on products. See Terms and Conditions for full details.
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Overall | Enjoyed Most | Other Comments | |||||||
Great storyteller and completely in character. Excellent |
Feb 15, 2015 Goly CA, United States | |||||||
Very informative |
Dec 21, 2014 Michele CA, United States | |||||||
Everything. Lola knows more history about San Francisco and its cast of characters than any other guide I've met. |
It's a long tour! Bring water and food. |
Oct 21, 2014 andrea CA, United States | |||||||
Very interesting narrative - learned a lot! |
Would totally recommend this tour! |
Oct 12, 2014 Amy AZ, United States | |||||||
"Emperor Norton" was so informative and comical too. The tour was just the right length and we learned a lot. |
Sep 17, 2014 Jeannette Ontario, Canada |


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9 suspected militants killed in drone strike, Pakistani military operation
Nine insurgents were killed in Pakistan this weekend, in two separate military operations. A US drone strike and an operation by the Pakistan Air Force targeted the mountainous tribal region which borders Afghanistan.
Carolyn Kaster/AP
Peshawar, Pakistan
At least nine suspected militants, including two foreigners, were killed in Pakistan's lawless tribal region in a US drone strike and a separate Pakistan military operation, security officials said on Sunday.
Pakistan has seen a spate of militant attacks since Prime Minister Nawaz Sharif took office last month, putting pressure on his team to act more aggressively to curb the insurgency.
Missile strikes by unmanned US aircraft have inflicted the most damage against Taliban fighters in the mountainous areas straddling the Afghan border in past years, sometimes with heavy civilian casualties.
In the third such attack since Sharif came to power, two suspected militants riding a motorcycle were struck by missiles in the Mir Ali area of North Waziristan on Saturday night, one official said.
"The two men, probably Arab nationals, were passing through Mosaki village when the drone fired two missiles and hit them," said the official.
Their identities were not clear. Another security source said they were foreign militants of Turkmen origin.
It is difficult to check the impact of drone attacks on both militants and civilians because independent observers and journalists have almost no access to the areas where most of the strikes occur.


text:
What's New
✓ fixed rarely crash✓ fixed freeze after pause
✓ fixed issue with hints
App Description
★ I haven't been able to stop playing it since I first downloaded it - iPhoneAlley★ This is a classic game with a great theme. It's a lot of fun to play - PadGadget
★ If you like strategy based board games, give this spooky one a try - AppAdvice
★ This zombie themed game of strategy is a must - AppSpy
★ It's great for short bursts of play alone or in groups - 148apps.com
Enjoy the battle of wit and witchery with the most sinister evil masterminds ever! Prove that your mind is ready to vanquish the cold cruel logic of Dracula, Pinhead and Frankenstein in the quest to retrieve your stolen soul! Allure their charismatic minions but beware of your enemies wicked supernatural powers. Strike back with your stunning ability and savor the amazing visuals of the most polished board game. Get captivated enough with the festive spooky atmosphere of the villains' lairs to subject them all and complete the Zombie Quest!
Play! Think! Triumph!
☠Start howling at the moon. Grim spellbinding atmosphere doesn't leave a chance to indifference and boredom
☠Facelift the classic board game. Novelties are perfectly balanced with the classic mechanics to make the game more surprising and addicting.
☠Keep up with the challenge. Each level the enemies become more inventive to get you more excited.
☠Gain otherwordly power. Both you and your enemies will have very limited abilites to reverse the desperate battle situation.
☠Share the creepy fun. Pass and play with your friends.
☠Crush your competitors. Get all the achievements to rule OpenFeint and GameCenter leaderboards.
Leaving a 1-star review will not help anyone. If you experience any problems please use support form on our website. We really appreciate your help!
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App Changes
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June 10, 2013 Price Decrease: $1.99 -> FREE!
June 14, 2012 Initial Release


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FERDINAND – The energy company that wanted to construct a 35-turbine wind farm on Seneca Mountain has scaled back plans and is now considering a 17-turbine project instead. The amount of energy produced would be about 60 megawatts instead of the 90 to 100 megawatts planned in the previous project. The previous plan ignited opposition from Brighton and Newark residents but, according to a nonbinding vote, people living in the Unified Towns and Gorges (UTG) are more receptive to the idea.
COVENTRY - Authorities are warning residents that a rabid skunk was found last week on the Airport Road in Coventry. Jim McFarland from the USDA found the dead skunk on the Airport Road between New England Waste Services landfill and Billings Point, town clerk Cindy Diaz said. Diaz, under the recommendation from town health officer Pedro Grondin, posted a notice in the paper last week.
Lamothe–– Esther M., 89, passed away peacefully in Newport, VT on March 27, 2013 surrounded by her family. For the full obituary see Monday's Express.
Domina–– Shirley A. (Sargent), 64, of Manchester, beloved wife of George C. Domina, died unexpectedly Tuesday, April 2, 2013. For the full obituary see Monday's Express.
Page–– Evelyn S., 92, of Holland, VT, passed away on April 2, 2013. For the full obituary see Monday's Express.
NEWPORT CITY - For 69 years, some of the best student musicians appeared onstage at the Northern Vermont Music Festival sponsored by the Rotary Club of Newport. The tradition continued at North Country Union High School Friday evening and Saturday afternoon. Many who attended it called the performances "A memory you won't forget."
DERBY – Tuesday was a special day for Newport Center Fire Chief Kurk Flynn. Flynn, who is the protective services instructor at the North Country Career Center, presented his first Firefighter I certification from the State of Vermont to one of his students, Kyle Grondin. Grondin is the son of Newport City Assistant Fire Chief Pedro Grondin. Other students previously received their certification from past instructor Kim Richardson, who left the school for another job last June.
DERBY CENTER – The sixth annual Cultural Diversity Day was held at North Country Union Junior High School on Friday. Five elementary schools joined the junior high to listen to presentations made by students from Russia, Kazakhstan and Ukraine. Charleston, Newport Town, Coventry, Holland, and Brighton elementary schools participated in the event. The diversity group attends St. Johnsbury Academy and that school's culinary arts program provided snacks for the occasion.
For more of this story, see page 3 of Monday's edition of The Newport Daily Express for April 8, 2013.


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This episode: Some Wolbachia bacteria produce vitamin B7 for their insect hosts! (7.1 MB, 7.75 minutes) Show notes: This episode: A protein from gut bacteria has been tentatively linked with a human protein related to eating disorders! (11.4 MB, 12.4 minutes) Show notes: Vincent, Rich, and Kathy and their guests Clodagh and Ron recorded this episode at the 33rd annual meeting of the American Society for Virology at Colorado State University in Ft. Collins, Colorado. Hosts: Vincent Racaniello Special guest: Rob Knight Vincent meets up with Rob Knight to talk about the technology that has... Read More
An Ebola outbreak has killed at least 59 people in Guinea, UNICEF said, as the deadly hemorrhagic fever has quickly spread from southern communities in the West African nation.
Experts in the country had been unable to identify the disease, whose symptoms -- diarrhea, vomiting and fever -- we... Read More At the International Congress of Virology in Montreal, Vincent speaks with Carla and Curtis about their work on RNA interference and antiviral defense in fruit flies, and viruses in the sea, the greatest biodiversity on Earth. Host: Read More Unable to embed Rapid1Pixelout audio player. Please double check that: 1)You have the latest version of Adobe Flash Player. 2)This web page does not have any fatal Javascript errors. 3)The audio-player.js file of Rapid1Pixelout has been included. Hosts: Glenn Rall, Ann Skalka, and Read More
A team of European scientists say they have discovered a compound that can prevent the spreading of coronaviruses, responsible for the SARS and MERS outbreaks that have killed about 1,000 people worldwide.
A team of scientists led by Edward Trybala from the University of Gothenburg in Sweden,... Read More
Q) Dr. Tim Sandle, the well known researcher, professor, author and science communicator. It is much interesting for me to take an interview of an eminent person who is well known for the communicating science. Starting from your early childhood life, how you used to take science as that time?
... Read More
An international research group led by Arizona State University professor Qiang "Shawn" Chen has developed a new generation of potentially safer and more cost-effective therapeutics against West Nile virus, and other pathogens. The therapeutics, known as monoclonal antibodies (MAbs) and their de...
Read More
Heather writes: Hi Dr.s R&D, I thought you might be interested in this news article about aquaculture in Hong Kong. Perhaps it's time for another fish parasite episode? I love the podcast, keep up the great work. Heather Bill writes: Read More
When a mysterious disease fells people — as happened in California recently, with as many as 20 children experiencing unexplained paralysis — teams of physicians and epidemiologists quickly mobilize. Perhaps you saw the movie "Contagion"? The idea is to find the culprit before it spreads but als...
Read More
This episode: Carbon monoxide-eating bacteria get modified to produce more useful products! (16 MB, 17.5 minutes) Show notes: ... Read More This episode: Bacterial nanowires are made of the cells' outer membranes! (9.75 MB, 10.6 minutes)
Could a fist bump be a cleaner, better way for people to greet each other, especially in germy hospitals? British researchers have done an experiment that seems to say yes.
They tested just how many bacteria are transferred hand to hand during a handshake, a high-five and a fist bump. Handsha... Read More
Ten years ago this month I wrote the first post at virology blog, entitled Are viruses living? Thanks to EE Giorgi for pointing out the ten year anniversary, and also for publishing an interview with me at her blog, Chimeras. Here is how this blog got started.
Read More
Vincent visits Medimmune and speaks with Wade, Matt, Nicole, and Ken about why they work in industry and their daily roles in a biotechnology company. Hosts: Vincent Racaniello. Guests: Wa... Read More This episode: BacterioFiles teams up with The Plant Pathology Podcast to talk about how microbes living in plants sometimes team up with the plants, sometimes with plant pathogens! (17.7 MB, 19.25 minutes) Read More
It all started with a tiny chunk of dirt. The sample of 30,000-year-old permafrost, a frozen layer of soil from the Siberian tundra, weighed just a fraction of an ounce. But, as TIME reported on Tuesday, that scrap was carrying within it a surprise worthy of a pulp comic book: a gargantuan virus...
Read More
Unable to embed Rapid1Pixelout audio player. Please double check that: 1)You have the latest version of Adobe Flash Player. 2)This web page does not have any fatal Javascript errors. 3)The audio-player.js file of Rapid1Pixelout has been included. Host: Vincent Racaniello Guest: Peter L. Salk Vincent meets up with Peter L. Salk to talk about development ... Read More |


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Lemon-Garlic Cream Fettuccine Recipe
I've been making this for the family for years. It's both simple and indulgent enough to make it a go-to recipe. —Anne Miller, Glenfield, New York
- 3 teaspoons grated lemon peel
- 2 teaspoons minced fresh parsley
- 2 garlic cloves, minced
- 8 ounces uncooked fettuccine
- 1/4 cup butter
- 1 small onion, chopped
- 2 garlic cloves, minced
- 1 teaspoon grated lemon peel
- 1/2 cup heavy whipping cream
- 1/4 teaspoon salt
- 1/8 teaspoon pepper
- 4 ounces cream cheese, cubed
- 2 tablespoons lemon juice
- 2 plum tomatoes, chopped
- 2 teaspoons minced fresh parsley
- Grated Parmesan cheese, optional
- In a small bowl, mix lemon peel, parsley and garlic. Cook fettuccine according to package directions; drain.
- For sauce, in a large skillet, heat butter over medium-high heat. Add onion; cook and stir 2-3 minutes or until tender. Add garlic and lemon peel; cook 1 minute longer. Stir in cream, salt and pepper. Whisk in cream cheese until melted. Remove from heat; cool slightly. Stir in lemon juice.
- Add pasta, tomatoes and parsley to skillet; toss to combine. Serve immediately with lemon peel mixture and, if desired, Parmesan cheese. Yield: 4 servings.
Originally published as Lemon-Garlic Cream Fettuccine in Taste of Home
February/March 2014
Full-Bodied White Wine
Enjoy this recipe with a full-bodied white wine such as Chardonnay or Viognier.
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Reviewed Jan. 30, 2015
"Good recipe,, have to cut back on the lemon next time."
Reviewed Jan. 20, 2015
"Used milk instead of cream. Will make again."
Reviewed Aug. 31, 2014
"Excellent! Used fat-free half and half instead of whipping cream and low fat cream cheese."
Reviewed Jul. 8, 2014
"good base recipe. Added cream, Parmesan and pesto to sauce (leave out tomato). caramelize nuked Brussel Sprouts, Onions, and Tomatoes tossed in olive oil and salt until brown in oven, tossed with noodles and sauce. Husband LOVED this."
Reviewed May. 20, 2014
"Was a little to much lemon. Will make again but adjust the grated lemon."


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What does MOTO GP mean in Sports?
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There are 85,000 chemicals in use today in the U.S. Seven new ones are approved every day. Less than 10% have been tested for long-term effects on grown adults, let alone on the most vulnerable – developing children. The chemical industry is out of control. They may not be testing on animals, but they are testing on us and on our children.
Prior to having children, I considered myself an activist. But nothing prepared me for the type of activism that parenthood necessitates. Luckily for me, my daughters are growing up at a time when parents are using their political power to demand adherence to that old adage, 'an ounce of prevention is worth a pound of cure,' (known in the environmental health community as the precautionary principle.) In California, we see this political muscle flexed with the passage of a bill that bans bisphenol A in baby products. Beyond politics, we see the standard shifting as celebrity moms set the trend for green nurseries and baby gear. Mothers across the country increasingly vote with their dollars at the checkout line, selecting eco-friendly options of the basic necessities.
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So I am really new to the shotgun world, just bought a brand new Mossy 500 and it has come with 2 accu-chokes, I honestly don't even know where or how to install it. Also I am not sure which two I would need for hunting dove and turkey. All help is appreciated.
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typically you need a choke wrench to remove or install them. looks something along this line: the tighter the choke the longer out the optimal pattern goes kinda like this:
"Gun control: The theory that a woman found dead in an alley, raped and strangled with her panty hose, is somehow morally superior to a woman explaining to police how her attacker got that fatal bullet wound." L. Neil Smith The problem with being stupid is you cannot simply decide to stop doing dumb things... "I crapped my pants to avoid the draft!!" -Ted Nugent
For turkey use a full or extra full choke, check the pattern on several different size shot. I like Federal Mag Shok #4, but 5's or 6's can work also. For dove use modified or improved cylinder, depending on how close they are flying. If you have to setup away from overhead cover use the modified. If you can set up along a tree line, the IC might be a good choice as you might get some closer shots. Modified is a good all around choice, for dove, pheasant, etc.
There should be a choke key with the gun in a small paper bag. I´m using the original modified choke on my Mossy 835 for dove.
You have been given good advice. This is a link to the owner's manual for your shotgun. Chokes are page 17. http://stevespages.com/pdf/mossberg_535_manual.pdf
What we have here is... failure- to communicate.
So how are the accu-chokes that came with the gun?
"I may not agree with what you have to say, but I will defend to the death your right to say it." -Voltaire
My 835 came with just the modified choke and I haven't felt a need to get any additional chokes, since I hunt mainly dove with my shotties. I´ve got very good patterns with Winchester 2 3/4" Special Faisan #7 shells and good patterns with Saga 2 3/4" #5 shells. You just have to test what shells work best for your gun.
They SHOULD be fine, you just need to buy some shells and some targets and check the patterns with each choke and shot size. For general patterning, a standard target will work. For dove try #8 OR 71/2 Start at 20 - 25 yards and check the pattern by aiming at the center of the target. Back up 5 yards and shoot another target, do this until you are shooting 40 yards or so observing how much the shot spreads and how, if it remains centered on the target, etc. No need to check beyond 40 yards with field loads. For Turkey shot using magnum loads and full choke it is nice to know what the choke/shot combo does at 50 yards. But my experience is even with 3.5 inch magnum, it is best to let the gobbler get to 40 yards or closer. 30 to 35 is great, close enough for a clean kill far enough for the shot to spread a little. Use a Turkey target so you practice aiming at the gobbler's head. Unfortunately there is some trial and error involved in finding the best shot, both brand and size, for your gun. I tried some Winchester Supreme Turkey in an 870 with a Hastings turkey choke and the pattern looked like the end of the barrel had been flattened with a hammer, it shot low and flat. I tried Federal Mag Shok and got a great circular pattern on target with the same choke and gun. I have not tried anything else in the last several years. However I have friends that have had great results with Winchester Supreme. Moral of the story is you need to shoot the gun with various loads to find out what works. Missing a few dove is something we all have to and can accept, however if you ever call in a nice gobbler and miss because you did not know the pattern of the gun is a horrible experience. Been there and done that!
Have never seen a "standard shooting range". Many indoor ranges do not permit shotguns. At MY outdoor range, better not get caught with anything but a pistol on the pistol line, but at the 25 and 50 yd lines, sure. You need a place to shoot, large cardboard, and ability to pace off distance.


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Well my SKS came with a Tapco magazine in it not an original one. Now when I went to load and shoot it today I pulled the charging handle back and it won't even strip the round to put in the chamber, my neighbor took it out of the SKS and now the magazine won't even go back in. Where can I get an original magazine?
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E-Gay for about 30-40 bucks.
With the tapco mags the bolt must be locked to the rear to install one. It will not go in with the bolt forward.
Romans 1:16 I am not ashamed of the gospel, because it is the power of God for the salvation of everyone who believes: first for the Jew, then for the Gentile.
The bolt was open and besides the mag will not fit back into the wood I'm just buying a 10 round internal one that came factory with it.
Alright bought a 10 round factory magazine off ebay. Bought 5 dummy rounds to test it with also.
Marlin Model 60 Mossberg Maverick 88-12 GA Mosin Nagant 91/30 Stag Model 2 Savage Model 11 Saiga 7.62x39 Mossberg MVP Varmint Chinese T53 Mosin Nagant X2 53 Springfield M1 Garand
The bolt did close forgot to say I was doing it the wrong way and got the mag back in but I have a feeling it wouldn't work so bought a 10 round factory.


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First Published Aug 26, 2012
"Forgery: Jane Kenyon and the 8 North Yorkshire MPs"
An "In My View" article – by Nigel Ward
Readers of recent articles in my continuing series "In My View" have been asking what it takes to persuade the authorities to address the (by now) almost innumerable concerns raised by an examination of the Public Record vis-à-vis Councillor Jane Kenyon. It would appear that an appeal to the Council Leaders, Monitoring Officers and Chief Executives to do what their job descriptions require is destined to be forever ignored.
North Yorkshire Police Chief Constable Tim Madgwick remains silent. North Yorkshire Police Authority Chief Exec Jeremy Holderness remains silent. Independent Police Complaint Commissioner Nicholas Long remains silent. Baroness Warsi and Lord Feldman (Co-Chairs of the Conservative Party) remain silent.
Only Robert Goodwill MP (Whitby & Scarborough – Con) has expressed confidence in Councillor Kenyon – some say, the confidence of ignorance; some say, the professed confidence of party loyalty.
On Monday last, 20th August 2012, I emailed the Leaders and Chief Execs of NYCC, SBC and the NYPA – a call to action that I hoped would pre-empt the necessity of washing more of Councillor Kenyon's laundry in the public domain. Not one of them has extended to me the courtesy of an acknowledgement – much less, a response.
Mike Ward, a former and perhaps future Scarborough Borough Councillor (Mike is a candidate for the Esk Valley Ward bye-election), has given his consent to Real Whitby publishing his correspondence with Robert Goodwill MP (Scarborough & Whitby – Con).
In that correspondence, Robert Goodwill MP has accused David Clark, a wheelchair-bound member of the public (and a senior citizen), of the crime of harassment of Councillor Kenyon "over some period of time", claiming that allegations made against her "have been fully investigated".
This is untrue.
Clearly, Robert Goodwill has failed to grasp that the Public Record exists so that concerned members of the public may scrutinise the actions and integrity of elected representatives and paid public servants. Having examined David Clark's correspondence with the authorities, I can confirm that he has complied scrupulously with the proper procedures for complaints and requests for information under the terms of the Freedom of Information Act 2000. He has done so politely and extremely patiently. He stands falsely accused by Robert Goodwill.
And yet it now transpires that Robert Goodwill has made similar false and defamatory accusations against David Clark in other correspondence, with other members of the public.
Robert Goodwill needs to grasp the simple truth that it is the evidence of the Public Record that impeaches Councillor Kenyon's moral probity. If Councillor Kenyon feels "harassed", she will soon come to realise that it is the Public Record of her own actions that now calls her to account.
In the matter of my own ongoing complaints against Councillor Kenyon, NYCC's Moira Beighton has informed me (apologising for a month's delay) that an Investigating Officer had been delegated – Mr Stephen Knight – and he has been notified that I continue to await his visit for the purpose of providing him with further evidence. Far from having "been fully investigated", as Robert Goodwill avers, matters have yet to progress even to the point where the allegations are fully defined and the evidence logged. The 'investigations' have scarcely begun.
Incidentally, we are left to ponder how it can conceivably be appropriate for Mr Steven Knight to be delegated the task of addressing these matter at all, when it was he who conducted the administration of David Clark's complaint to the NYMNPA Standards Committee at which Councillor Kenyon, as well as Mr Stephen Knight and the all of the members of the Standards Sub-Committee have seemingly colluded in their decision not to report a crime of forgery.
See how that plays in plain English:
- Nigel: "Hi, NYCC! I think you should investigate how come these people, including Stephen Knight, appear to have kept 'schtumm' about a forgery – a serious crime. Oh, and by the way, Cllr Kenyon's partner is the only credible suspect."
- Moira: "Sure thing, Nigel. No problem. We'll send Stephen Knight round to collect your evidence. We trust him to be impartial."
Astonishing! They want to send one of the suspects to pick up my evidence!
Openness, transparency, accountability, the seven Nolan Principles – one really could not make it up.
Since there is obviously no will on the part of the Councils to investigate Councillor Kenyon, I have decided to offer the opportunity to our eight North Yorkshire Members of Parliament.
Until now, Robert Goodwill's six fellow Conservative North Yorkshire MPs have elected to remain silent – as has the sole North Yorkshire Labour MP. Robert Goodwill is the only one to 'break ranks'.
I believe it is now time for all of them to show their colours. So I have written to them, in the straightforward terms, asking them to comment on just two of the innumerable concerns that I have been documenting throughout the past four months.
Here is my email:
—– Original Message —–From: 'Nigel'To: firstname.lastname@example.com ; firstname.lastname@example.com ; GOODWILL, Robert ; email@example.com ; email@example.com ; email@example.com ; email@example.com ; firstname.lastname@example.com: Sunday, August 26, 2012 8:19 PMSubject: IN THE PUBLIC INTERESTTo the elected Members of Parliament for North YorkshireAnne McINTOSH MP (Thisrk & Malton) [Conservative]Andrew JONES MP (Harrogate & Knaresborough) [Conservative]William HAGUE MP (Richmond) [Conservative]
Robert GOODWILL MP (Scarborough & Whitby) [Conservative]Nigel ADAMS MP (Selby & Ainsty) [Conservative]Julian SMITH MP (Skipton & Ripon) [Conservative]Hugh BAILEY MP (York Central) [Labour]Julian STURDY MP (York Outer) [Conservative]IN THE PUBLIC INTERESTAnne – Gentlemen,I write in the Public Interest to solicit your individual responses on the matter of the very large number of discrepancies in the Pubic Record that raise serious doubts regarding the integrity of the present Chair of the North Yorkshire Police Authority, Councillor Jane Margaret KENYON (NYCC & SBC).Notwithstanding the widely-held opinion that no-one has the will to address these issues until after the abolition of the Police Authorities on 22nd November 2012, I put it to you all that matters of integrity, of their very nature, stand paramount to the mere vicissitudes of the political calendar; they are immutable and omnipresent, both in time and in space.
They must be addressed.
Therefore, I would be grateful if, individually, you would respond to the following questions in the knowledge that your answers will be published into the public domain. Thank you.
1) How can it conceivably be acceptable to either the North Yorkshire public or to 'the powers that be' that the Chair of the North Yorkshire Police Authority, NYCC and SBC Councillor Jane KENYON, has failed, for over a year, to take action in the case of a crime of forgery – a crime of forgery by her own allegation, supported by the unanimous professional consensus of both the North Yorkshire Moors National Park Standards Committee Sub-Committee and the North Yorkshire County Council then-Deputy Head of Legal & Democratic Services, Mr Stephen KNIGHT – most especially when ostensibly the only credible suspect of that crime of forgery is her life-partner, Councillor Thomas William ('Bill') MILLER?
Surely, the contention that there may here have been a conspiracy to pervert the course of justice bears careful investigation here?
And is it not disturbing that the NYCC Officer delegated the position of Investigating Officer garnering evidence in relation to my complaints is that very same Mr Stephen KNIGHT?
2) How can it conceivably be acceptable to either the North Yorkshire public or to 'the powers that be' that the Chair of the North Yorkshire Police Authority, NYCC and SBC Councillor Jane Kenyon, has repeatedly accepted Allowances for her Broadband/telephone facility from both the North Yorkshire Police Authority and from North Yorkshire County Council, in the aggregate sum of circa £1,300 per annum – given that she was present at the Meeting of NYCC on 17th December 2008 when the Resolution was carried to include Broadband Allowance within the standard NYCC Basic Allowance with the caveat that members could 'renunciate' [sic] all or any part of the Basic Allowance, and cannot, therefore, resort to an anyway indefensible plea of ignorance?
Surely the seven Nolan Principle of Public Life were drafted for the express purpose of elevating Public Standards above the level of such petty thievery as 'double-dipping'?
These two questions are informed by but a minute sample of the many penetrating questions I would like to see resolved. Evidence in my possession seems to unequivocally support the contention that, for many years, a culture of 'cover up' has prevailed here in North Yorkshire.
For the moment, though, a coherent answer would satisfy me that the Public Interest features prominently in the crowded purview of each and every one of you. I trust that such is the case.
In the interest of transparency (which we all uphold), I offer you, if I may, a word of caution; one of your number has already been rash enough (some are saying 'foolhardy') to state that a member of the public (identified by name) "has been harassing Councillor Kenyon for some considerable time".
This is a very serious (though totally unsubstantiated) allegation of crime. It is defamatory.
I look forward to your suitably measured responses. My readers – your constituents – await word from each of you . . .
My given name is 'Nigel'. My family name is 'Ward'. Please respect my preference for being addressed by my given name. Thank you, most kindly.
Yours, with very kind regards,
"For too long those in power made decisions behind closed doors, released information behind a veil of jargon and denied people the power to hold them to account. This coalition is driving a wrecking ball through that culture – and it's called transparency." - [David Cameron – Sept. 2010]
I leave you with the thought that Julian SMITH MP, who has been highly critical of Councillor Kenyon's NYPA performance, is a relatively 'new kid on the block' in Parliamentary terms.
Perhaps he will now show his mettle now? He looks like a decent young man.
Otherwise, I shall just have to continue to expose evidence of misconduct, professional and private.
Related Reading On Real Whiitby
9 Responses to "Forgery: Jane Kenyon and the 8 N. Yorks. MPs"
I suspect we will be deafened by the silence here. These MPs are all aware of the Grandma B case and have avoided requests to intervene and stop their party colleagues from committing crimes against an 83 year-old great-grandmother.
William "don't be vague, ask for" Hague has ignored requests for a corruption enquiry into Foreign Office support for the unlawful attempt by North Yorkshire Police to arrest Grandma B's in their place of refuge in Austria.
Do see:
Same story again, just different words. This site is getting dull
Dull? You must be joking – or missing something. Read it again. It's fascinating! It's like watching a courtroom drama in real time. Or a chess master taking on Deep Blue. If it's not your scene read something else. Like the gazette for instance. There's dull for you.
Alan H,
If you find the website dull, dont read it, its not hard is it. -
Pat Emmison,
Alan H has a point.
The site just seems to be getting used by some people to conduct witch hunts and personal vendettas. -
Thats right Ron. There's another one today about Dave Clark. It just seems like they are saying the same thing over and over again. Im against Jane Kenyon, I think she has been a leach on the town for too long. But going over the same ground time and again just makes this site look real bad. Nigel appears to have got totally fixated, even obsessed with Kenyon. He started well with a diversity of well presented articles. Lately he is obsessed with one thing. Hes let himself down badly.
Alan H,
You are missing the point… Totally missing the point.
Firstly, this saga has only gone on so long because the "authorities" have systematically swept this issue under the rug, and refused to investigate it. I'm wondering why. Are you?
You might want to ask the "authorities" why they have done nothing. If you really think she's a leech, why haven't you asked???? I have, and was given a non-response, details passed to Nigel.Secondly, there are plenty of other great articles on this site – I've managed to find them. I enjoy them to be frank, and I certainly found them without a problem, or feeling like the Kenyon stuff has overshadowed them.
If it became known to me that someone had forged my signature I'd be screeching from the rafters for them to be found.
Keep digging Folks.
To those who are descenting, what are you suggesting?
Just let it go and forget it?The labour is to continue asking the question until it is answered, I for one think reading the same question over and over again is acting in a manner that is right and proper.
I too read the same articles as you, and await a decent, true and accountable answer.
We all have the opinion that the answer will hang them all – HENCE the silence, it speaks volumes 'GUILTY AS CHARGED'
Namaste, rev phil;


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