“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new. … If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low.” — Seth Godin, marketer and author
Focusing exclusively on cost effectiveness and efficiency eliminates the possibility of creating joy. If your employees must adhere to specific policies, if you have set them up to tell customers “There’s nothing I can do,” then you have lost the chance to earn long-term customer loyalty. You have to establish a culture that puts the customers’ need first, but more than that, you have to ensure that your workforce embraces your purpose. Your employees are the ones building meaningful, long-lasting relationships with your customers, and they must have the flexibility to create moments of surprise and joy by going above and beyond. The erudite Hospitality believes in empowering the hospitality professionals through our training to serve the guests completely. We build relationships, we strive to amaze customers, we create guests for life.