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Why Your Business Strategy Should Include Exceptional Hospitality

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.


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Episode Transcript:
Shannon Waller: Hi, Shannon Waller here and welcome to Inside Strategic Coach with Dan Sullivan. Dan, you made a comment today that I've just leaned into and I was like, "Ooh, let's talk about that." I think it's a great conversation. And you said that customer service is not the same as hospitality. And so let's talk about that because I think that applies to all of our businesses. We all want to make sure we take really, really good care of our clientele, and a lot of people mix those two up. So what is customer service? What's hospitality? And why is that distinction important?
Dan Sullivan: Well, I just had an experience. I was on the road in Arizona and we were staying at a resort in Sedona, which is a spectacularly beautiful environment, and it was really top-notch resort, had however number stars, and the food was good, the rooms were good, everything was good. But the service was what I would say impersonal. It's almost like there's a new thing that's happening in society where people are trying so hard not to be offensive that they've become offensive.
Shannon Waller: Yeah, irritating.
Dan Sullivan: They're trying so hard to be inoffensive that they're actually offensive. What it is, they're kind of scripted, and they have ways of responding to almost anything that you bring up, but there's never a personal connection between you and them. You can't joke with them, they don't laugh, they don't get jokes, and I think it's political correctness. And this is part of a big chain, this resort is, it's a chain of resorts where everybody's trying to be inoffensive to the point of being offensive. And what's missing is any sense of hospitality, of recognition. So we had the same waitress three times during five days, and she didn't recognize us when we sat down again.