Consider
the difference between service and hospitality, which may help you meet
clients’ expectations:
Service is what you do - It is a sequence of acts,
tasks and procedures which if done with consistency, should satisfy most
clients and projects. Most of us will have some sort of written sequence of
service in place, something to guide us through the project, the timeline, the
critical path, the checklist and to do list.
Hospitality however, is your secret
weapon; this is how we rise above the hum drum and endless stream of
consultants, planners and managers that just don't seem to understand what this
business is all about.
Hospitality
is, in its barest form - the ability to make an emotional connection with your
clients, customers and partners.
While service is important - I tend
to look at it as the foundation of hospitality.
Hospitality is the magic
aspect that brings your client back time and time again.
I
have heard people in our industry say attitude can’t be trained - a philosophy
which I really disagree with - of course it can, it simply takes longer and
requires a much more individual approach. So then how do we ensure that we
(your team and you) offer great hospitality?
Listen
well, train your attitude to be a positive, sunny personality, communicate
well, give a bit more than expected, and ensure success is the same vision for
all.
Take
the time and effort to invest in your people and develop their ability to
connect with you and their event. Set and understand expectations – yours and
your partners - and constantly check in
our yourself and them, to ensure you are both doing your job.
