The document defines 'servpointstm' as the framework for service interactions and hospitality between team members and guests. It emphasizes the importance of teaching team members to engage with guests effectively, fostering relationships that lead to positive word-of-mouth. This approach ultimately contributes to increased sales for the business.

1. The term ServPoints™ describes the service
interactions and hospitality between team
members and guests. Defining the proper
sequence of ServPoints™ to teach team
members service fundamentals with
hospitality, One Guest at a Time creates
guests that become Word-of-mouth
ambassadors. That’s good because
it builds Sales.
William H. Bender, FCSI
Founder
W.H. Bender & Associates