The Hospitality Business


You are in the hospitality business.

What?  Me?

Yes, you.  In fact, it is true for all of us.  You see, if you interact with customers, vendors, employees, bosses or colleagues you are in the hospitality business.  Not just service.  Not just customer service.  Hospitality.

Unfortunately, most people flunk this role and their business (or career) reflects that.

One of the most critical factors for great hospitality is great communication.  Setting clear expectations with others.  Genuine expression of appreciation.  Timely follow-up.  Thoughtful suggestions appropriate to the other person or company.  Saying what you mean and doing what you say.  Tactful candor and a reputation for accuracy and honesty.

Your actions are important.  And your actions must match your words for both to have validity and clout.  In fact, your actions really need to exceed your words to have the maximum impact!

As you do your day’s work, consider, “Is this the level of hospitality I would notice and appreciate as a customer?”

If not, what can you do to make it noticeable and appreciated?



About the Author

Glenn S. Phillips works with leaders who want to leverage technology and understand risks within. An author and blogger, Glenn is often quoted in national media, plays a really ugly tuba (it even has a bullet hole) and is a fan of dark chocolate and great puns.