Dan Sullivan is the founder and president of The Strategic Coach...
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To him, customer service is the bare minimum, but hospitality is what keeps your customers coming back.
Customer service is indeed the minimum expectation customers have when they interact with a business. It involves providing assistance, addressing issues, and ensuring that customers' basic needs are met. However, to truly stand out and build long-term relationships with customers, hospitality goes a step further.
Hospitality can make a difference if you do:
Personalization
Anticipating customer needs
Warmth and Empathy
Going the Extra Mile
Creating a Pleasant Environment
Consistency
When your business focuses on hospitality, it not only retains customers but also often receives positive word-of-mouth recommendations and reviews, which can attract new customers. In today's competitive market, creating memorable experiences and building strong relationships with customers is a key strategy for sustainable success.
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