The Business End of Southern Hospitality

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Comments

[Rosa Say]

Wonderful coaching April, thank you. I once had a boss who would often tell us, “Don’t discount ‘nice.’ Businesses get built on nice people, and they fail with the not so nice ones.” It was his way of reminding us that he expected us to build relationships with our customers and that simply being order-takers wasn’t nearly enough.

Your last point resonates with me pretty strongly. There is this baseline expectation guests, clients and customers have that we, while pursuing the objectives of our businesses, will always keep their best interests at heart and do everything in our power to deliver in that spirit of “good faith.” For me, this gets into Kuleana, and our sense of responsibility, where honest human interaction is so vital, and yes, it may mean we don’t agree with our customers for their own good when we know better. In these instances I tell my staff “no wimping out allowed!” for we have to stake our claim proudly as the experts in our roles.

[April Groves]

You are absolutely right. What kind of service would I be providing my clients if I just "yes"ed them all the time? They don't contract me to be their confirmation, but their guide.

[simplerich]

Excellent post April. I say that as a fellow Southerner who prides himself on his southern hospitality! :)

When I fly (I don't fly... when I ride in an airplane that flies) as the plane is headed to the gate and is on the ground they frequently say something along the lines of "We know you have a choice of airlines and we thank you for choosing us."

That's the way it is in almost any business any more. There is a lot of variety, there are a lot of choices of places we as customers can spend our dollars. If the difference between BigBox#1 and BigBox#2 is just a few dollars I'm going to the place where they walk me to the product instead of saying "Aisle 3" without looking up. I'm going to the place where they help me load giant purchases into my car. I'm going to the place that distinguishes itself by appreciating me as a customer.

I need to keep that in mind as the working guy too. :)

[April Groves]

You and I choose places to do business the same way. I have been known to walk out of places that have bad customer service and pay more at those spots that do well in that category. I hate spending money at place that thinks they are doing me a favor. I would never treat my clients that way and do not expect to be treated that way when I am the client.

[Rosa Say]

Rich and April, I think that nearly all customers choose where they do business with your criteria, other than those times when time/convenience and/or cost (or monopoly - i.e. no choice) become stronger drivers for them.

Makes you wonder why more businesses just don't see the pure logic in devoting their efforts in coaching every single person on staff in the art of hospitality. Especially since those "time/convenience and/or cost" variables only yield short-term and single sales, and not the long-term customer loyalty and word-of-mouth that grows and sustains successful business.