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!
A few, in no particular order, are: Self-Awareness, Vulnerability, Empathy, Loyalty, Strategy, Pivoting, High-Performing, Listening, Humor, Communicating, Deciding, Curiosity, and Confidence. How about for you?
Well, I have the tendency to think more in action words than in mindsets.
So I really like the word Hospitality - but love the behavior of "inviting people into the conversation" -- which would probably fall under several principled headings including Curiosity, Initiative, Self Awareness.
Your words are mostly principle based - which are super important. My brain just classifies leadership actions as where the magical stuff of leadership really matters.
Some of your words are flexible enough that they could be accused of being both principle and behavior... but once we go into defining what we mean by your words, then the behaviors really start to get teased out.
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!
You're quite welcome, Susan.
Danny Meyer's book on Hospitality, 𝑺𝒆𝒕𝒕𝒊𝒏𝒈 𝒕𝒉𝒆 𝑻𝒂𝒃𝒍𝒆, is one that you would enjoy!
Thanks for the recommendation - will do! His restaurants in NYC are always my go to!
What other words are on your list, Susan?
A few, in no particular order, are: Self-Awareness, Vulnerability, Empathy, Loyalty, Strategy, Pivoting, High-Performing, Listening, Humor, Communicating, Deciding, Curiosity, and Confidence. How about for you?
Well, I have the tendency to think more in action words than in mindsets.
So I really like the word Hospitality - but love the behavior of "inviting people into the conversation" -- which would probably fall under several principled headings including Curiosity, Initiative, Self Awareness.
Your words are mostly principle based - which are super important. My brain just classifies leadership actions as where the magical stuff of leadership really matters.
Some of your words are flexible enough that they could be accused of being both principle and behavior... but once we go into defining what we mean by your words, then the behaviors really start to get teased out.
I LOVE this mindset. Hospitality is the new customer service.
Thanks, Jeff. Have you followed Danny Meyer's book or career at all?
Ooh, I haven’t read his book but I’ve loosely followed his career. Book worth reading?