Elevating Today’s Customer Service: Why Hospitality Standards Should Set the Bar Across Industries

In an era where customer service seems to be at an all-time low across most industry sectors, the hospitality industry fortunately still stands out as a beacon of excellence, and other industries should pay attention to where hospitality sets the bar. While hospitality guest service has paralleled the same decline to some extent, I’d like to think we are staying ahead of the downward trend as a whole.? With its unwavering commitment to guest service expectations and standards, the hospitality sector has traditionally set a remarkable benchmark for all customer service industries to emulate.

The Current State of Customer Service:

Across the board, customer service levels have been on a decline. Whether it's the lack of personalized interactions, obvious staff shortages, delayed responses, or an overall sense of detachment, consumers are growing increasingly dissatisfied with the service they receive. This decline is not limited to a specific sector but has become a pervasive issue affecting businesses in various fields. Have you been on a tech or customer support phone call lately within the online retail, health care…or the worst-case scenario of a government office? I hear you…they just don’t get it sometimes, and they know that frustrated customers sometimes simply give up, so the issue at hand never gets resolved in the end.

The Hospitality Difference:

In contrast, the hospitality industry has long understood the significance of going above and beyond to meet and exceed customer expectations. From the moment a guest walks through the door, hospitality professionals are trained to anticipate needs, provide personalized experiences, and create an atmosphere of genuine care. We should think that if hospitality sets the bar, ten others will follow!

At a tenured 4-diamond luxury hotel I stayed at recently, numerous staff engagements showed a lack of genuine interest. On one exit from the main lobby, the door staff (one manager and one bellman) continued their own personal conversation while they opened the door, completely missing the eye contact, smile, or any number of possible touch points I would have expected at a hotel of this caliber, so hospitality is not unaffected.

Key Aspects of Hospitality Standards:

• Personalization: Hospitality professionals understand the importance of treating each guest as an individual with unique preferences and needs. The key is to remember that each engagement with your guests can be a memorable one for them, even though the staff perspective is one of the same thing day after day. Secondly, tailoring services and anticipating guest requirements create a personalized experience that fosters a strong connection between the business and the customer.
• Empathy and Emotional Intelligence: In the hospitality industry, employees are trained in empathy and emotional intelligence to understand and respond effectively to guests' feelings and needs. At one breakfast coffee shop that we experienced recently, the staff was engaged, used eye contact, and suggested items we would not have ordered otherwise. She probably makes minimum wage and had little training other than how to use the POS, but she was a natural in her role.? She stood out over the other staff we encountered at the aforementioned hotel. We tipped her generously and bought more than we planned as a result.This human touch is often lacking in other industries where transactions may be seen as purely transactional.
• Proactive Problem Solving: Hospitality professionals need to be adept at identifying and resolving issues before they become major concerns for guests. This proactive approach not only prevents negative experiences but also showcases a commitment to customer satisfaction.

Why should Other Industries Should Take Note?

1. Customer Loyalty: By adopting hospitality standards, businesses in other industries can cultivate customer loyalty, turning one-time buyers into repeat customers.

2. Positive Brand Image: A commitment to exceptional customer service contributes to a positive brand image, which can be a significant competitive advantage in today's market.

3. Employee Satisfaction: Hospitality industry practices can also enhance employee satisfaction, leading to a more engaged and motivated workforce in other sectors. As JW Marriot said, if you take care of your employees, then they will in turn take care of your guests…

As customer service levels continue to decline across industries, the hospitality sector can serve as a valuable model for raising the bar. By incorporating the principles of personalization, empathy, and proactive problem-solving, businesses can not only meet but exceed customer expectations, fostering a culture of service excellence that resonates across sectors. It's time for industries to recognize the pivotal role customer service plays in overall success and take inspiration from the hospitality industry's commitment to elevating the customer experience.