In Tilman Fertitta’s book, Shut up and Listen, he says there are 5 core areas that will kill your business if you are not aware – and the number 1 core area on the list is HOSPITALITY. This holds true for any business, but it is especially important for those in the hospitality industry.
The hospitality industry is based on the key word ‘Hospitable’ which Merriam-Webster defines as “given to generous and cordial reception of guests.” When considering the main area where a hospitality businesses can be hospitable, you should first look to frontline employees. Frontline employees are the first experience your customers have with your business and often, they are the last.
Too often these days, I walk into a business and I am never greeted. If I am lucky, I get the “what can I do for you?” Growing up in the metropolis of Houston my parents demanded certain things of us such as: speak when you enter a room, greet each other when entering the car or house, say yes ma’am, no sir. During summers and breaks, we would spend time at my grandparents’ house in rural Louisiana and one of the things we did to pass the time was sit on the porch to wave and speak to everyone who walked or drove by. Greeting people was something instilled and drilled in us at a very early age. These same ideas can be put into practice by frontline employees in your business to improve hospitality and ultimately your customers’ experience.
Here are 4 tips to help you your frontline employees be hospitable and improve the customer experience:
- Smile – Who wants to walk into a business and the first person they see is not happy, joyful, or excited?
- Wave – Say ‘hello’ or use some other form of a greeting. Recall what we did while in rural Louisiana, we waved and spoke to everyone who passed by.
- Ask how may I help/assist you? – Remember, the people walking in are customers.
- Meet the request the customer has made – Focus on what the customer wants over what the employee wants.
Every customer who walks in your business has options. They should not feel like it is a burden to spend their money with you. Being hospitable encourages the customer to enjoy your products or services. Be hospitable, smile, greet and assist.
