Unleash the Power of Hospitality: 3 Ingredients to Elevate Your Business and Your Life
A stat I read about and often think of in the restaurant industry states that if a customer has a 10/10 experience, the likelihood of them returning a second time is 40%. If they have another 10/10 experience on their second visit, the likelihood of them returning remains at 40%. But if they have yet another 10/10 experience on their third visit, the likelihood of returning jumps to over 70%. This highlights the importance of creating real customer loyalty and the role hospitality can play in making a difference.
Hospitality is special because it’s free to deliver. It involves kindness, empathy, and a personal touch, delivered by people to people. I think there are three core ingredients to be truly great at hospitality as an organization or an individual:
Heart
Training employees on specific tactics can be a valuable, but it can only take one so far. The true hallmark of exceptional hospitality lies in the passion and heart of the individual providing it.
When seeking new hires, I often turn to a simple litmus test: would this person be capable and comfortable delivering genuine, heartfelt customer service without any formal training? If the answer is a resounding yes, then you have found someone with the innate qualities necessary to bring joy and delight to those they serve.
In this industry, technical skills can be taught, but a genuine love for hospitality and a desire to create memorable experiences for customers are qualities that cannot be instilled through training alone. These are the individuals who will go above and beyond, elevating the customer experience to new heights and truly setting your business apart.
Energy
Energy is a vital aspect of our daily lives that can greatly impact our experiences and relationships. I live by a principle that I believe in wholeheartedly: I cultivate relationships and surround myself with people and things that give me energy, while avoiding those that drain it.
Experiencing connections that leave you feeling revitalized and energized is an incredibly satisfying sensation. On the other hand, walking away from a connections feeling drained and exhausted is a disheartening experience. This principle is especially relevant in the realm of hospitality, where energy plays a crucial role in shaping the atmosphere and experience of a space.
Your personal energy has the ability to influence and create a vibe in the environment you occupy. When you radiate positivity, uplifting, and high energy, it can have a contagious effect and elevate the mood of those around you. On the other hand, if your energy is low and negative, it can cast a shadow over even the most vibrant of spaces.
Therefore, it is important to nurture and sustain a positive energy within yourself, authentically, as it can greatly contribute to the hospitality experiences you provide to others. The great news is that no one controls your energy but yourself so it’s up to you how you want to show up.
Freedom
When a business is fortunate enough to have employees with a genuine passion for hospitality and the right energy, they have the essential ingredients for success. However, it is crucial not to limit their potential by adding restrictive policies and procedures. Instead, give these employees the freedom to shine and to create truly memorable customer experiences.
Unfortunately, many organizations turn to implementing rules and regulations as a way to control their employees, but this often stems from not having the right people in place who have the heart and energy for hospitality or the wrong leadership who just doesn’t get it. Instead of relying on a heavy-handed approach, the key is to get out of the way and allow your employees to use their creativity and passion to delight customers.
By removing these limitations and empowering employees to use their own discretion, organizations can foster an environment that encourages creativity and excellence. When you have the right people with heart and energy for hospitality, the best thing you can do is get out of their way and let them shine. This is how organizations can create truly magical customer experiences and build lasting relationships with their customers.
In conclusion, the secret to delivering truly exceptional hospitality is a combination of three key elements:
Hire for heart (passion and energy) then give them the freedom to deliver
Enhance their performance with great training on tactics
Have the right leadership lead with inspiring example setting
Hospitality has the power to create positive moments in people's lives that can have a lasting impact. By delivering hospitality with heart and energy, you not only improve the lives of others but also feel a sense of fulfillment and accomplishment. Let's work together to spread this spirit of hospitality both within and outside of the hospitality industry.