Inside Strategic Coach: Connecting Entrepreneurs With What Really Matters

Why Your Business Strategy Should Include Exceptional Hospitality

Jul 25, 2023

Business coaches discuss the importance of hospitality and treating customers like human beings. They emphasize the value of personal connection, being interested rather than just interesting, and showing genuine appreciation for clients. They highlight how technology can diminish the sense of connection and the need to up one's hospitality game to stand out from the competition. The speakers also stress the significance of making personal connections, showing interest, and forming genuine connections with others in a technology-driven world.

23:36

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Quick takeaways

True hospitality goes beyond customer service by making people feel at home and recognizing them as individuals.

Being genuinely interested in others and creating personal connections is a competitive advantage in a technology-driven world.

Deep dives

The Distinction between Customer Service and Hospitality

In this podcast, Dan Sullivan discusses the difference between customer service and hospitality. He shares his personal experience at a resort where the service felt impersonal, lacking any sense of connection or recognition. According to Dan, customer service has become a minimum standard that people expect, but true hospitality goes beyond that. He highlights the importance of making people feel at home, recognizing them as individuals, and showing a genuine interest in their lives. Dan compares exceptional hospitality at hotels like the Four Seasons and Ritz to the lackluster service he experienced. He emphasizes the power of personal connection and remembering details about customers, noting that being interested in others is a key aspect of providing genuine hospitality.

Introduction

6min

The Importance of Exceptional Hospitality

9min

Upping Your Hospitality Game and Being Interested in Others

2min

The Importance of Showing Interest and Making Personal Connections

5min

The Power of Hospitality and Connection

2min

If you want business success, you have to take good care of your clientele. In this episode, business coaches Dan Sullivan and Shannon Waller discuss the difference between customer service and hospitality and reveal the right way to treat clients and customers to keep them coming back.

Here's some of what you'll learn in this episode:

Why customers should be treated like human beings, not transactions.
The difference a personal touch makes.
The importance of being interested, not just interesting.
Why there’s a big opportunity right now to make people feel at home.
Ways you can show people you’re paying attention.

Show Notes:

Hospitality means making people feel at home.

There’s a movement where people are trying to make human beings more like machines.

The more dependence there is on technology, the less there’s a sense of personal connection.

If you have to write out customer service rules, the rules aren’t a habit.

The point of hospitality is showing appreciation for your clientele.

Remembering small details about your clients can make a huge impact.

There’s a lot of competition to be interesting, but there’s almost no competition to be interested.

Every person is smart in their own way.

Resources:

Unique Ability®

Anything And Everything Podcast with Dan Sullivan and Jeffrey Madoff

Remember Everything You Learn from Podcasts

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Inside Strategic Coach: Connecting Entrepreneurs With What Really Matters

Why Your Business Strategy Should Include Exceptional Hospitality

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

The Distinction between Customer Service and Hospitality

Creating Memorable and Personalized Experiences

The Opportunities of Genuine Hospitality in the Digital Age

Remember Everything You Learn from Podcasts