Why Hospitality Should Be a Focus In Every Business

When we think of hospitality, we think of restaurants and hotels, perhaps even cruise ships or resorts.

For most of us, ‘hospitality’ is an industry on its own and unless you are a part of that industry, where a guest or patrons’ experience is a key part of your business, we rarely give it any thought.

Recently, however, the Camsoft team had our eyes opened to?‘hospitality’ as customer experience framework during a session with Rob Flemming. NB. Mention who Rob is – i.e. his expertise.

Mr. Flemming helped us realise that regardless of what industry you are in, ‘hospitality’ should be a constant consideration when dealing with customers.

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It doesn’t matter whether your business is B2B or B2C. At their core, all businesses are P2P, i.e. person to person.

Just like in the hospitality industry where you are likely providing a product that is the same or similar to your competitor. So how do you set yourself apart?

Consider for a moment that a restaurant with a Michelin star is not necessarily the restaurant that serves the best food, but rather the restaurant that excels in providing a wholistic experience from the moment you walk through the front door.

The maitre’d greets you by name and the waiters are knowledgeable, friendly and attentive. The setting is perfect from the volume and selection of background music to the quality of the linen and ambient lighting.

As a patron of such an establishment it is as much the service and special touches as the food that ultimately provides you with a great experience. And that is the key word ‘experience’.

When translating this ethos to your business, ask yourself the following questions to assess what your customers experience is when dealing with your business:

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Do I make a good first impression?

Contrary to popular belief, your customer’s first impression of your business probably happens long before they set foot in your office or even speak to one of your representatives.

In most cases it happens online.

Today your front door is your website, your online reviews, or your social media platforms.

With so much of a buyer’s journey taking place online, it is essential that your online platforms not only provide the right and relevant information that a potential customer is looking for, but also that you have a clear message. Your online voice will likely set the tone for future communications.

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Am I adding value?

It is important to realise that once a customer makes contact with your company in person, they will expect a certain level of professionalism that most businesses are able to provide.

Meeting this level of professionalism may get you a seat at the table but surpassing those expectations by providing a customer with a unique, customer-centric experience may just get you a seat at the head of the table.

Ensuring that your staff are friendly and focused on adding value in every step of the sales process will ultimately ensure that your customer feels valued and builds trust.

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Is it easy and pleasurable to do business with my company?

More and more the modern buyer has grown accustomed to convenience and instant gratification. With an app for everything and 24-hour delivery, online shopping and streaming services, people are less and less willing to jump through unnecessary hoops when a more convenient solution is available at the click of a mouse.

Looking at your sales process from your customer’s perspective will help you identify the sometimes unnecessary roadblocks in buying your product or soliciting your services.

Where hurdles are unavoidable, assess whether your strategy takes the necessary steps to reduce that pain.

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Am I focused on after sales?

A successful sale should not be where your hospitality road ends.

Having a solid after-sale plan will ensure not only return business but also great word of mouth.

Make contact with your past customers regularly, making sure that they know that you are available should they need your assistance again.

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When all is said and done, providing amazing customer-focused experiences, no matter what industry you are in, is a sure-fire way to stand out from your competition.

Customers will be loyal to establishments and companies where they feel valued and seen. They will also talk about great experiences and post, tweet, snap and share about them.

Great service will turn your customers into your ambassadors.?

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Speak to Camsoft CRM Solutions on how to use your CRM to achieve this