I have lived in the south my entire life. If anyone understands hospitality, it’s people in the south. For 36 years I have heard statements like, “Come on in and make yourself at home!” “Take your shoes off and stay a while!” “Don’t rush off now!” I have walked into a complete stranger’s home and felt like I belong in the family! That’s what we refer to as “Good Ole Fashion Hospitality”!
However, hospitality is not what we always encounter, is it? I walked into a hospital on one occasion to visit someone from our community. I asked the receptionist at the welcome center (note that the sign actually said, “welcome center”) if she had the room number for a certain patient. Her response was, “Well, you can’t see him, but you can read about him. Right there is his obituary!” And with those words, she threw an open newspaper down in front of me! I was mortified! That my friend is, “Good Ole Fashion HOSTILITY!” With that kind of customer service, she was better suited for scrubbing bedpans than working the welcome center!
Consider this. When people have an encounter with you, do they feel good ole fashion hospitality or hostility? Do you create value for the people that you come in contact with? Do people feel that they actually matter to you? Here is an important lesson. Customer service is not just about making a great “first impression”. It’s about making “lasting impressions”.
When your guests or customers know that they matter to you, you’ve made a connection. We are relational people and the connection that you have made is what will make a life-long customer. “Come on, Anthony, that takes time!” Finally, you get it! It does take time and time is the single most effective investment that you can make in someone’s life. When you invest time, you create value for every customer! Value creates a lasting impression! Lasting impressions create loyal customers!
Remember, like your momma said, ‘It’s not just what you say, it’s how you say it!” You have a choice with every encounter you make today. You can create an opportunity to make someone’s day or you can be the subject of their next tweet or blog!
