You Are in Hospitality

Appreciated this article from Danny Klein from QSR and FSR Magazines interviewing Jane Grote Abell from Ohio's Donatos Pizza and want to take it a step further.

At the end of the day, no matter what business you are in, what industry you serve, what product or service you sell, or what innovation we're talking about, YOU are in the hospitality business.

What do I mean? All of us serve customers with expectations about what great service looks like, and increasingly, customers (and this might break along generational lines according to the research) want to be transformed and their personal identity (and brand) by their interactions with brands they choose. Customers want to be welcomed, heard, and served well. Employees want the same, and will turn around and provide great service if they feel it.