When I tell people that I develop hospitality concepts for a living, I’m often greeted with puzzled looks. Most people tend to associate hospitality with the restaurant, hotel and tourism industries. And that is really what my work is all about: applying hospitality principles to other fields and industries! Hosts in hotels and restaurants take care of their guests, attend to their needs, and make them feel welcome 365 days a year.
My goal is for every business owner—whether in a small company or an international corporation—to recognize the value of customer service and of treating customers like human beings with needs and wishes, and to reflect on the importance of hospitality. I want business owners to start thinking about the little details that can make all the difference for their customers, and about how hospitality can also be reflected in their employee’s actions and attitudes. This is especially important, because employees are the link between the company and the customer. Your guests and customers will be delighted about service too!
Even simple gestures can have a big impact. For example, you can give your customers detailed directions and and a parking spot ahead of the first appointment so they don’t have to spend time looking for a place to park. They might also appreciate it if there is a pen and paper waiting for them in the meeting room, especially if it’s been a stressful morning and they forgot to bring their own. Offering your guests coffee and a croissant after a long drive will definitely make them feel more comfortable, and handing them a paid parking slip for the parking garage as you say good-bye will leave your customers with a positive memory. Every company has the potential to create memorable, special moments for their customers and guests, a great customer experience and exemplify customer orientation! If you’re feeling inspired and want to discuss ways to make your customers happier, I look forward to exchanging ideas!