Beyond Expectations
Part One: Practicing Hospitality with Your Customers
Continuing our lessons inspired by Will Guidara’s bestseller Unreasonable Hospitality, this post dives into the practice of hospitality with your customers. Unreasonable hospitality is more than just service; it is being thoughtful, inclusive, and generous. Every customer interaction is an opportunity to showcase these qualities.
Whether it’s a new customer’s first contact with your company or the resolution of a long-time customer’s complaint, a kind and gracious interaction will always outshine the alternative. This is crucial in the energy industry, where the experience of doing business with your company can set you apart from others in your market.
Unreasonable Hospitality in Action
Here are some ways to prioritize hospitality in customer interactions.
-
Personal Service
Genuinely engage with customers. Listen to their needs, use their names, and make them feel recognized. At Eleven Madison Park, Guidara’s staff reviews reservations in advance to greet guests by name upon arrival.
-
Fixing Problems
Saying “sorry” doesn’t mean it’s your fault. Find ways to say “yes” and solve problems with a helpful attitude. Acknowledge the issue, empathize, and provide solutions that exceed expectations.
-
Anticipate Needs
Proactively understand what customers might need before they ask. This could be as simple as offering a glass of water while they wait or providing additional product information about something they are interested in.
-
Thoughtful Gestures
Small, thoughtful actions can make a big impact. Remember a customer’s favorite product or send a thank-you note after a purchase.
-
Inclusive Environment
Ensure every customer feels welcome and valued. Be attentive to their needs and make accommodation where necessary.
Practicing hospitality with your customers leads to success
Incorporating these principles will help you create a memorable customer experience that sets your business apart from others in your industry. Practicing unreasonable hospitality with your customers can have a positive impact on your business, leading to sustained success.
The Westlark Advisors team is passionate about building trusted and mutually beneficial relationships with our energy industry clients. We want our clients to know that we have their best interests at heart. Keep watching over the next few weeks as we explore the positive impacts of practicing hospitality with your employees and yourself!
