Dream Company

I’d probably call it Appelos...hybrid Apple and Zappos

It has nothing to do with computers or an internet store. It’s about their obsessions...

Apple- quality, innovation, design, spirit, growing the tribe

Zappos- employee care, employee dream fulfillment, customer engagement, pursuit of happiness

Obviously, both organizations have been very successful on every measure. But, they also both started at zero and went through serious dips before emerging into what we know today. The key takeaway is how they stuck to their core values and developed obsessions around them. They survived and made progress by ignoring popular trends and advice and simply (but not easily) doing flawless work. They executed their obsessions...and continue to do so.

Lesson...Write down your purpose, what you stand for. Develop obsessions and execute. There, that’s your business plan. Please go do something remarkable.

Reverse Customer Care

If your client had a blog, would you read it every day?

If your customers have blogs, do you and your team care enough to subscribe to them?

Why do you expect these same people to subscribe to your email newsletter or your Twitter stream when you don’t return the favor?

"I Like People"

is the response I most often receive when interviewing people for hospitality work. My guess...you hear it a lot as well. Interestingly, it's not how much you like people that counts most. It's how much people like you.

The most successful people are those which others naturally gravitate toward. The ability to demonstrate care and to deliver it in a meaningful way are extremely powerful. Some of it comes naturally...a friendly smile and positive approach to things. The rest you pick up along the way through experience and mentors...handling unexpected challenges, calm under pressure, etc.

Technical competence is necessary. You don't get far being dumb. But, the highest levels of success are achieved with more than smarts. They're attained by developing relationships, no matter if you're a waiter or a CEO. Hopefully, you have proof how much people have valued your hospitality. Perhaps you have a drawer full of thank you letters, a list of promotions or you can point to comments of appreciation on your Facebook page. Sometimes, it's more subtle...people want to work the same shift as you, or ride on the same bus.

Liking people isn't enough to get by on, especially if no one likes you.

Hospitality Marketing

All marketing/branding should begin with some hospitality framework...no matter what you're selling.

Hospitality..."Give people what they want, deliver it in a meaningful way and act like you care."

Why wouldn't you start with that?