Great leaders think more about hospitality than customer or client service. This distinction is critical. Customer service focuses on delivering an exceptional product or service. Hospitality, on the other hand, is the degree to which a customer or client believes you are an advocate for their experience. In other words, the customer comes to believe you are emotionally on their side. As restauranteur Danny Meyer likes to say, “Hospitality is present when something happens
What a super variable to add to the list of great leadership indicators! It's a word that fits perfectly on the list and yet, as much a I enjoy it and know when it's missing in an experience, I never thought to add it into my thinking on leading. Thanks, AL!
I LOVE this mindset. Hospitality is the new customer service.