SevenRooms’ Post

On my first managers’ meeting at MECCA Brands I received “Unreasonable Hospitality” by Will Guidara. Leaders mentioned that if MECCA had its own book, it would closely mirror this one. After finishing it, I believe every leader should read it. It’s been a total inspiration for me. “Unreasonable Hospitality” explores the profound impact of exceptional service, resonating with MECCA’s core values and culture. At MECCA, creating memorable and personalized experiences is key. Guidara writes, “Great hospitality is about making people feel seen, making them feel welcome, and making them feel good,” aligning perfectly with our approach. One of the book’s key tenets is going the extra mile, something we pride ourselves on at MECCA. We delight in surprising loyal customers with new product samples or personalized consultations. We know how to create magical moments on the sales floor. Guidara also discusses empowering employees to enhance the customer experience. He writes, “Empower your team to create extraordinary moments for your guests.” At MECCA, we encourage staff to take initiative, whether it’s offering a complimentary makeup touch-up or remembering a regular customer’s favorites. Furthermore, “Unreasonable Hospitality” highlights creating a welcoming atmosphere. Guidara believes the environment plays a crucial role in guest experience. At MECCA, we ensure our stores are clean, organized, and aesthetically pleasing. Ultimately, Guidara’s philosophy is about making people feel valued and appreciated, a principle MECCA holds dear. He writes, “People will forget what you said, they will forget what you did, but they will never forget how you made them feel.” At MECCA, we strive to foster genuine connections and create an atmosphere where customers feel pampered and cherished. The principles of “Unreasonable Hospitality” are deeply ingrained in MECCA’s culture. By going above and beyond, empowering our staff, and creating a welcoming atmosphere, MECCA enhances customer satisfaction and loyalty. Guidara’s insights remind us that at MECCA, making people feel seen, valued, and special is not just a goal—it’s our way of life. #MECCA #RetailExcellence #CustomerExperience #UnreasonableHospitality #ExceptionalService #CustomerSatisfaction #RetailLeadership #Empowerment

There's something magical about African hospitality............Absolutely enjoyed delivering the 'Putting the Customer First in Hospitality' workshop...........in summary, this requires a strategic approach that integrates empathy, personalisation, and a commitment to exceeding expectations. By empowering employees, leveraging technology, and continuously improving based on feedback, this sector can create an environment where the customer truly comes first.  #CustomerFirst #CustomerExperience #ContinousImprovement

Yesterday, we had a great time with Will Guidara and Prof. Xavier Oliver from IESE Business School on "Unreasonable Hospitality". 455 business minds signed-up for our session with our friends from the Nordic Business Forum 🚀 Here are three key takeaways you can start using today: 1️⃣ Service vs. Hospitality: Service meets expectations, but hospitality goes further by creating connections. Find ways to make your customers feel truly seen and appreciated. 2️⃣ Empower Your Frontline: Your frontline employees know your customers best. Allow them to make decisions and go the extra mile. Trust them, and you'll see extraordinary results! 3️⃣ Invest in Experiences: Follow the 95/5 rule. Be strict with 95% of your budget, but use the remaining 5% to create unforgettable customer experiences. This small investment can build loyalty and long-term success. Click here to read the full webinar summary  👉 https://lnkd.in/dbtiDJhd 

🌟 Elevate Your Hospitality Team with Cogito Indica's Comprehensive Training Programs! 🌟 At Cogito Indica, we believe that every member of your hospitality team plays a vital role in creating memorable guest experiences and driving business success. From front-of-house to back-of-house, we offer specialized training programs designed to empower your staff with the skills and knowledge they need to excel in their roles. 🔹 Personalized Engagement: Equip your team with the ability to understand guest preferences and deliver personalized service that exceeds expectations. 🔹 Menu Mastery: Enhance your team's knowledge of menu items, enabling them to provide detailed information and make recommendations that influence guest choices. 🔹 Upselling Excellence: Foster a culture of upselling and cross-selling to increase average check size and enhance the overall guest experience. 🔹 Creating Memorable Moments: Emphasize the importance of customer satisfaction, fostering loyalty, and encouraging positive word-of-mouth to drive repeat business. Invest in your team's professional development and watch your establishment thrive! Contact us today at 📞 9804860056, 9330527933 or ✉️ [email protected] to learn more about our customized training solutions. #HospitalityTraining #TeamDevelopment #GuestExperience #CogitoIndica

Are frontline employees afraid to engage with customers? 🤔 In our latest report, 83% retail & hospitality leaders told us they aren’t confident in their staff’s ability to interact with customers… Yet nearly all of them deliver customer-related training 👀 So what’s the issue here? Why is training not having an impact? Here’s what CX expert • Shep Hyken thinks 👇 -- P.S. if you’d like more retail & hospitality insights for 2024, follow the link in the comments to get access to our report! 🔍 #customerexperience #employeetraining #cxtrends

Welcome to the Hospitality Economy. During a recent lunch with Andrew Rose, we couldn't help but observe the lackluster customer service prevalent here in South Florida. In light of our conversation, Andrew recommended a book titled "Unreasonable Hospitality." Unreasonable Hospitality is a book that delves into the transformative power of going above and beyond in serving others, particularly in the context of hospitality. Some highlights: The book explores the philosophy behind hospitality, emphasizing the importance of generosity, kindness, and empathy in all interactions, whether personal or professional. Going the Extra Mile: It champions the concept of "unreasonable hospitality," which involves exceeding expectations and doing more than what is typically required to create memorable and meaningful experiences for others. I Business Applications: It also discusses how businesses can leverage unreasonable hospitality to differentiate themselves from competitors, enhance customer loyalty, and drive growth. Overall, "Unreasonable Hospitality" encourages readers to embrace a mindset of abundance, generosity, and compassion in their interactions with others, recognizing the profound impact it can have on both individuals and organizations. When was the last time you had truly exceptional service and where? This is a great read. #customerexperience #hospitality #elevenmadisonpark #leadership #exceptionalresults #vistage

As we continue to navigate the ever-evolving landscape of business operations, one key strategy that stands out is the integration of hospitality principles into sales approaches. By applying the core values of hospitality, such as empathy, attention to detail, and a genuine interest in understanding customer needs, sales teams can create a more welcoming and inclusive experience for clients. This approach not only fosters deeper connections and trust but also allows businesses to tailor their services to meet the unique requirements of each customer, ultimately driving growth and loyalty. Let's explore how embracing a hospitality mindset can revolutionize your sales strategy and take your business to the next level. #hospitalityinbusiness #salesstrategy #customerexperience

Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect In the realm of customer service, going above and beyond isn’t just a nice gesture—it’s a powerful strategy for success. Will Guidara’s book brilliantly captures the transformative impact of exceeding expectations in every interaction. Guidara believes this hospitality mindset can cause a “seismic shift” in other industries: “Whether a company has made the choice to put their team and their customers at the center of every decision will be what separates the great ones from the pack.” He writes. “When you’ve surrounded yourself with talented people, there’s nothing more powerful than a collective decision. If this electric group decided to accomplish this goal, then—no matter how far-fetched or difficult—we would.” Throughout my career, I’ve witnessed firsthand the repercussions when this fundamental principle is overlooked. It’s impossible to mandate hospitality; genuine excellence stems from fostering an environment where employees feel valued. Empowered to innovate, make decisions, and supported in their professional growth, they elevate both company performance and reputation. I enthusiastically recommend this book to anyone involved in client or customer relations, regardless of industry. It’s not just for those in hospitality; it’s a blueprint for any business striving to leave a lasting impression. For a deeper exploration of these transformative ideas, I encourage you to delve into Guidara’s compelling insights: https://bit.ly/3LhVQ3H

Corporate hospitality provides a relaxed and informal setting where companies can build and strengthen relationships with their partners, customers, and colleagues. This ability helps create a personal connection beyond regular business trades. Corporate hospitality is a strategic tool that extends beyond just entertainment. It's about enhancing customer relationships, understanding their needs, and boosting loyalty. It also acts as a platform for exploring collaborations and managing industry reputation in the face of competitors. Companies can strengthen their market position and drive sustainable growth by effectively leveraging corporate hospitality. #hospitality #hospitalityindustry #businessstrategy #corporatehospitality #businessmanagement #sustainability #MitraFerdows

🚀 Bridging Generational Excellence in Service: A Reflection on Unmet Expectations 🚀 In the ever-evolving tapestry of the business world, where generational diversity enriches our professional landscapes, the interaction between service providers and recipients often serves as a microcosm of broader dynamics. Picture an elegant dining scenario: a group of Gen X patrons, seasoned in their expectations and rich in their experiences, eagerly anticipate the culmination of their culinary journey with a final cocktail. The responsibility of fulfilling this anticipation falls upon Genzie, a representative of the vibrant and digital-first Gen Z, known for their adaptability and innovative spirit in the business sphere. However, in this instance, the anticipated delivery falters. The cocktail, symbolic of a seamless service experience and the bridge between expectation and fulfillment, remains undelivered. This moment, seemingly minor in isolation, unfolds into a profound reflection on intergenerational service dynamics and the critical importance of meeting the benchmarks of excellence irrespective of one’s generational identity. This oversight not only signifies a missed opportunity for a delightful experience but also serves as a pivotal learning moment for Genzie. In the rigorous arena of professional service, where performance metrics and client satisfaction indices reign supreme, the absence of the cocktail underscores a pivotal underperformance. It magnifies the expectation that individuals, regardless of generational affiliation, must not only align with but exceed the established standards of excellence and reliability that define the business world’s elite echelons. The implications extend beyond the immediate context, reflecting on the rewards system intrinsic to our professional environments. Just as the tip, a tangible acknowledgment of satisfactory service, was inevitably adjusted to mirror the shortfall in expectation, so too does the professional realm adjudicate recognition and advancement based on the consistent delivery of excellence. In this narrative, the unfulfilled expectation is not merely a missed beverage but a metaphor for the essential consistency, reliability, and excellence required in the business world. It serves as a call to action for all professionals, irrespective of generational tags, to embody the highest standards of service and performance. It reminds us that in the grand banquet of professional achievements, every detail counts, and every role, regardless of its perceived significance, is pivotal in crafting the overall experience of excellence. Let this scenario inspire a renewed commitment to bridging generational gaps through the universal language of excellence, urging every Genzie and beyond to not only meet but exceed the legacy of service and professionalism entrusted to them by preceding generations.