Independent Lodging Congress’ Post

Will Guidara's book, Unreasonable Hospitality, is a MUST read for anyone in business! I love the concept of a hospitality toolbox as a means of delivering exceptional service in business. This toolbox comprises a diverse set of skills, attitudes, and practices aimed at creating memorable experiences for guests. Guidara emphasizes the importance of empathy, attention to detail, and genuine care in every interaction. By cultivating a mindset of generosity and anticipating the needs of guests, hospitality professionals can elevate their service to new heights. Ultimately, the hospitality toolbox serves as a guide for fostering meaningful connections and exceeding expectations in the pursuit of excellence. What would be in your hospitality toolbox? #anchors #keynotespeaker #womeninbusiness #womeninleadership

"The biggest risk is not taking any risk... In a world that's changing really quickly, the only strategy that is guaranteed to fail is not taking risks." Start thinking about the future - would love to be the one to help you and your business get going in 2024. ✌🏼 N. Hall Consulting 🔔 Ring the bell ➕ Hit "+ Follow" 💬 Leave me a comment 👍 Like this, give it a thumbs up #Hotels #Hospitality #Distribution #RevenueManagement #OutsourcedRevenueManagement #Revenuegrowth #Consultant #Hotelgrowth #Coaching #Hotelrevenue #Hoteldistibution #Hoteltech #Hotelmarketing

I challenge every person in charge of a team or who represents a company that wants to succeed to watch this short video and also to read the book, “Raving Fans” by Ken Blanchard. For me the list of companies I hope never to do business with again is larger then it should be but let me give an example of why I will do business with some. $6 to $8mil heat pump project. Project of that size is going to have pain points. Do you remember all the pain points or do you remember the GC decided to work things out so that you get your Central Plant floor repainted so after the project your shop looks better then before. Now the customer brags about how great the place looks and how well they handled the normal problems instead of the customer only complaining about the problems. How about the control contractor that stays untill it all really works as opposed to walking away when the point to point is close enough for rushed sign off. The advanced lighting vendor that checks in with the customer after the project is installed by an inexperienced electrical contractor and helps to make things right in hopes that customer will make it the campus standard and then rave to their peers about OEM. Contractors, does it cut into your profits that much to go above and beyond and make a Raving Fan? As customers we pay a lot of money for projects now and it would be nice to feel like you care as much as we do about our project. #quality #customerservice #ceo #smallbusiness

ASE Certified Service Advisor The Care Care Concierge(tm) Author, “The Deadly Dozen Car Care Mistakes” Workshop Leading the Way in the Automotive Hospitality Profession. Thank you so much Will Guidara. Your presentation delivers extraordinary insight. Products alone no longer make the grade. "It's how you make people feel." To each of you who believe in the importance of Will''s message: What do you do to make people feel they have had an extraordinary experience? Let me know your USP, now what I will call your UCE, "Unique Client Experience." It will be a pleasure to share your wisdom, inspiration and creativity to help others deliver their personalized Extraordinary Experience. Working together, we can change the world, one experience at a time.

If you sell the best equipment , no one remembers you. But if you sell with a beautiful smile and best wishes and sharing good experiences with such piece, you will be remembered even after discarding the equipment. Unfortunately nowadays businesses focus is limited to financial figures only. Not even quality and serviceability of the sold item. In fact , more focus is put in how to make the buyer depend on us more and more after the purchase and it is becoming a profit making strategy of businesses. I always used to ask my suppliers how big is their After Sales Service (ASS) Team, how big is their Repair Centres. I choose wisely one established, quality proven supplier with small ASS Team and less repair centres. A tricky balance between Business, Quality, Performance and response time.

Service is the key differentiator

An investment in "unreasonable" services?? Yes, you should do that and the culture surrounding them to significantly differentiate a user-centric business. By prioritizing exceptional and often unexpected levels of service, a business can create a unique identity that stands out in the marketplace. This approach not only enhances customer satisfaction and loyalty but also drives revenue growth. Investing in such a service culture means going beyond the standard expectations to deliver extraordinary experiences. This could involve personalized interactions, proactive problem-solving, and consistently exceeding customer expectations. The result is a strong emotional connection with customers, fostering loyalty and advocacy. Moreover, a culture of giving and exceptional service can be incredibly rewarding for the business itself. Employees who are empowered to provide outstanding service often experience higher job satisfaction and engagement, which translates into better performance and lower turnover rates. This positive internal culture supports the overall business strategy and contributes to its success. Can you remember the last brand or service that delivered an “unreasonable” to you? I remember the person, I always asked: why do you go above and beyond? Most of the time it was the absolute pleasure of seeing the impact of their action in me or my family. That 👀 look … of , “yes , I know you are blown away by this and we know …” . Very inspiring TED by W. Guidara, thanks 🙏

With this message, it is clear that businesses can grow not only by optimizing output in efficiency, but also optimizing unreasonable hospitality as well. This trait can be implemented amongst any workflow or home application where “People “ can Absorb and appreciate the sincerity.

Customer services and marketing message will be important in the future product development.