CLICK BELOW TO REDISCOVER HUMANITY

A DECADE+ OF STORYTELLING POWERED BY THE BEST WRITERS ON THE PLANET

The Secret to Employee Retention? Might be found in New York’s Favorite Restaurant

Service is what you do, but hospitality is how you make people feel.

Whoa! When Danny Meyer, world-renowned restaurateur, said that, I had an aha moment.

Organization leaders spend a lot of time mapping out customer service in our companies, don’t we? Voyage Consulting Group, a small business, has a customer touchpoint list with more than 100 items on it. Bigger companies probably have double or maybe triple that number. We all list the touchpoints and spend hours every year on how to improve each one.

With a similar mindset, companies track employee interaction with customers. If an employee is on the phone too long with a complaining customer, for example, he gets dinged. If he gets three dings, he might be forced to undergo get invited to extra training. It doesn’t matter why the agent was on the phone so long; the time expectation rules.

If you think about Mr. Meyer’s quote, you see what’s insufficient about the touchpoint analysis and service analytics, right?

Deliberate attention to touchpoints is terrific, but it’s not the same thing as hospitality. Call time can be better influenced by hospitality than by forced time limits.

In this video, Mr. Meyer shares the difference between service and hospitality, along with how to hire for hospitality, and how to compete based on it.

 

Mr. Meyer says the secret is in becoming a favorite. Being a favorite requires something beyond service and checking the boxes of product quality. It’s about hospitality and how your company makes people feel. The best way to become a favorite is to give employees a high purpose than a paycheck and invite them to create a personalized experience for your customers. It turns out, that’s the secret to retaining employees and customers.

Enjoy the video. Let me know about any aha moments it brings for you.

CLICK HERE TO GET TODAY'S BEST WRITING ON THE PLANET DELIVERED TONIGHT

Kelly Byrnes
Kelly Byrneshttps://voyagecg.com/
Kelly Byrnes is Founder and CEO of Voyage Consulting Group where she equips organizations to thrive through purposeful leadership and culture. A sought-after leadership expert, Kelly also serves as an adjunct MBA professor, executive MBA coach, contributor to Forbes.com, best-selling author, and award-winning national speaker. Her thirty-year career includes leading on three executive teams and working across operations, marketing, strategic planning, and Human Resources. Kelly has had the privilege to coach and consult with leading companies including Honeywell, Bayer Animal Health, Chrysler, Schlage, Smith Barney, and Bank of America among many others. Kelly holds an MBA, BA, Harvard Business School’s Certification for Strategic Disruption, and HR-related SHRM-SCP and SPHR designations. On a personal note, Kelly is married to Bob, an Air Force veteran, and retired fire captain. They live in Kansas City, MO with their dog, Bebe. They enjoy spending time with their daughter in Montana, gathering with family in Kansas City and Pittsburgh, and cheering for Notre Dame football, Pittsburgh Penguins hockey, and Kansas City’s Royals and Chiefs. Kelly’s volunteer activities center around her parish, education, children, women, and dogs.

SOLD OUT! JOIN OUR WAITING LIST! It's not a virtual event. It's not a conference. It's not a seminar, a meeting, or a symposium. It's not about attracting a big crowd. It's not about making a profit, but rather about making a real difference. LEARN MORE HERE


   

DAILY INSPIRATION. DELIVERED.