“Tell me and I forget, teach me and I may remember, involve me and I learn.”

– Benjamin Franklin

 

Our practical training philosophy engages and involves the entire organization to reach their full potential.

Hospitality isnt a buzz word

Hospitality must become a strategic plan, supported by
measurable standards and organizational accountability.

WALK THE FLOOR, KNOW YOUR TEAM…KNOW THEM….. AND YOU WILL KNOW YOUR CUSTOMER.

 

– Bill Freeman

Don't expect what you don't inspect.

A robust measurement strategy is essential to assess and adapt to guest needs and feedback.

FreemanGroup

Customer Experience as Your Strategy Since 1985!

Using a practical approach, FreemanGroup provides training and coaching services shown to  improve and maintain quality customer experiences. We guide clients through our successful implementation method and use our robust measuring tool to track service progress.

 

HOSPITALITY

Our processes re-imagine and re-tool your guest experience by completely customizing solutions to your brand, environments, and your guests ever-changing needs and expectations.

HEALTHCARE

We deliver patient-centered solutions through practical, behavioral, and interactive methods which are reinforced by real time clinical measurement.

TOURISM

We are the only company capable of delivering a destination-wide visitor experience that singularly focuses on achieving the promises made through marketing efforts, while embracing and enhancing the local culture. 

TRAVEL

Our experience introduce a hands on, measurable and accountable approach that ensures your staff deliver a superior passenger experience. 

You Cant Manage if You Don’t Measure

When creating or improving your customer experience strategy, it is important to be grounded in data. Without data, there is no way of knowing the impact of your staff’s performance. Our comprehensive measurement tool captures customized data and adapts to guest/customer needs so that our clients can asses their service progress.

Pre-FreemanGroup Intervention

Post-FreemanGroup Intervention

INSIGHT BLOG

Don’t Let Safety Certifications Fool You

Don't Let Safety Certifications Fool YouPerception is reality and even more so in the COVID-19 environment the perception of Guest safety has transformed an industry once focused on experiential stars and awards to that of stamps and seals. Our Guests’ priorities have...

A “Post-COVID” Environment Doesn’t Exist

A "Post-COVID" Environment Doesn't Exist I was in a meeting earlier in the week where an executive asked me to explain how our process would assist in a ‘ Post Covid ‘ environment. This statement focused me even more on the true challenge of this virus within the...

Webinar – Consequences of Not Training

Evolving the Guest Experience -Consequences of Not Training in the COVID-19 Environment Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to your internal Guests'...

Webinar – Supporting Our Internal Guests

Evolving the Guest Experience - Supporting Our Internal Guests Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to your internal Guests' needs is critical! This...

Webinar – Adapting to Demanding Guest Situations

Evolving the Guest Experience - Adapting to Demanding Guest Situations Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to their changing needs is critical. This...

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