Customer Service vs Hospitality

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.