First Impressions Matter
Think about a store or business you visited for the first time. Chances are, you will only remember either very good experiences or very bad experiences.
I recently walked into a store to purchase a specific beauty product. I had never visited the store before, but knew exactly what I was looking for, found it and proceeded to the checkout counter in a matter of minutes.
When I arrived at the counter, the associate behind the register looked at me with a blank stare and said, “What?”
I was taken aback by her complete lack of greeting and harsh tone.
“Um, I’d like to purchase this,” I said, as I handed her the item.
“K”
She proceeded to walk through the mindless keystrokes and purchase formalities with the same warmth she’d begun with. Needless to say, I will not be returning to this business or writing a glowing review on their customer service anytime soon.
On the flip side, there are other businesses where I’ve been greeted warmly by an associate, hostess, receptionist, owner, etc. during my first encounter. These simple gestures of warmth resonate deeply with me as a consumer.
You may be thinking that you’re not in an industry where hospitality matters, but hospitality isn’t just for the travel, food or retail industries.
Hospitality matters in every single business.
Here are three ways your business can practice the art of hospitality.
1. Follow the golden rule
Treat your customers the way you would like to be treated. Take this into consideration with every touchpoint you have with your customer.
Do your emails look and sound professional? Does your hold music sound like a bad radio ad touting all your latest promotions and sales, or is it happy and upbeat music? Do your employees greet customers, smile and say thank you? Do you use your customer’s names?
Showing hospitality requires intentionality. It requires being mindful of your customer and their needs first.
2. Hire people who are fluent in kindness.
Kindness, in my opinion, is a highly undervalued hiring skill. Hiring people who will represent your company and brand name with kindness is more valuable than you know.
Don’t hire someone who’s skilled at completing tasks, but unskilled at making genuine connections. Connection is key.
I once was greeted at a business by a front desk attendant who’s name badge read in bold letters “Director of First Impressions”. After just moments spent speaking with him, I could tell he took his title and position seriously. He was kind, engaging and made me feel instantly at home.
What kind of business was it you ask?
It was a software company, which brings me to my next point.
3. BUILD a company culture that values kindness
Building a culture of kindness and hospitality can be done in any industry. Many companies put little focus on their culture. Largely this is due to the amount of time, energy and care required to do so, but the benefits of building a positive work culture are immeasureable.
Happy employees are loyal employees. Loyal employees stay at their jobs for many years which results in lower turnover. Lower turnover results in less training costs and disruption of the company’s efficiency.
Do you see where I’m going with this?
Culture creates a domino effect that impacts every area of a company and enriches the lives of the employees who work there. Don’t lose sight of the fact that you’re not just a company owner or a supervisor or manager. You’re a culture creator, so do it well.