Most Companies Stop at Good Service — But the Real Growth Multiplier Is Something Else

When people speak in the hospitality industry, they usually assume that I’m talking about the hotel or restaurant. Yes, I said more than those groups. But I always remember the audience: Everything is in the hospitality business – even if they understand or do it.

The problem? Many companies confuse hospitality with customer service. Assume whether it’s fast, accurate and efficient. But service and hospitality are not the same thing. If you do not understand the difference, you lose faithfulness, repetition and opportunity to apply.

Related: Your competitors already use these 4 customer service strategies – are you?

Service and hospitality

Here’s the difference that I look like again and again, the main speaker, business owner and author:

• Customer service As soon as possible, it is about to provide people with products or services they need accurately and effectively. This is the operation – the work is done.
• Hospitality It’s going to improve how people feel while serving them. It is emotional – seeing people, evaluates and cares.

The service is expected. Hospitality is remembered.

You can perfectly deliver a product and you can still be able to make customers feel better. When this happens you miss a chance to create a lawyer. But when customers are raised or really cared, they say to others. Hospitality converts ordinary operations to free marketing.

“Service is operation. Hospitality is the transformation.”

Classes from my early work

First I learned this difference as a young man who works the front desk in the best west. Checking guests and the service was the service to make the buttons service. Was it tired to remember the name of a guest or see someone? It was hospitality. It was a class of adhesive.

Later, like a Bellman in the resort of Southern California, was part of the luggage-carrying service. Are you joking with guests to make the best sunset or joke to ease tension? It was hospitality. These little gestures made the guests happier and even increased my ends.

Lesson: These moments did not receive extra time, but they created the added value. The guests did not only bring together their needs – they felt special. And this feel is more memorable than any key card or suitcase.

Business case

Years later, I had source regulatory stores. We have won the company’s best customer service award, but my team resulted in hospitality because of accurate and timeliness of orders. They did not only make fruit baskets – they noted new parents and suggested sympathy in difficult times.

We did not deliver products – we have given emotions. More higher sales, has been translated into better reviews and repetition. The service creates satisfaction. Hospitality creates loyalty.

A customer who receives good service can return – or can try your opponent. A client living in hospitality turns into your story, shares their stories with your friends, family and social media. Hospitality increases the value of each customer interaction.

How to add hospitality (even in busy environments)

Hospitality does not require a spectacular gesture. Lives in small, consecutive choices that know the person in front of you. Here are practical ways to infuse immediately:

1. Recognize the person not just shopping

• Set the eye, smile or use someone’s name.
• Even in rapidly developing environments, recognition can reset the mood of the client.

2. To make empathy with loud

• Just solve a problem – confess frustration or joy.
• “It should be nervous – this” stable “” This “is more weight.”

3. Celebrate and personalize

• Tired traveler, a child, a small holiday – answer in a gesture or a kind word.
• People remember when they see the details that no one else has done.

4. Adjust the transactions to close

• Use system or technology to manage your worship tasks to free your people for human moments.
• AI and automation can manage service – but people can hospitality.

5. Train for enlightenment, not efficiency

• Most employees are taught tasks; The best is taught to seek and respond with heat.
• Role game scenarios to help employee spot capabilities for hospitality.

Hospitality begins with your team

Employees make the environment in the mirror. If your team feels mastered or evaluated, the customers will not extend heat. However, if the hospitality is to listen, use, effort and respect for employees – it is more likely to show it.

Hospitality is not just in the meter. Begins behind the scenes. An estimated staff offers the experiences that customers feel valuable.

Related: Extreme Customer Service Loyal Customers and Sparks Create Business Reign

Missed opportunity

Only the service is an abducted opportunity. Customer can be excitedly away – but it does not change. There is no story to explain. Hospitality is pleased with the satisfaction and pleasing to loyalty. He remembers people, speaks and returns to your work.

Not fluff. Not voluntary. And this is the most effective marketing you will ever have.

Last thought

Each job is in hospitality. The service is the operation. Hospitality is the transformation.

Ask yourself: Do we simply serve our customers or we guest them? Companies that accepted this difference are remembering customers, talk and return and return again.

He is doing good service. Hospitality makes people feel good and spread the word when people feel good.