We're So Glad You Called

Hospitality matters because it takes up where service leaves off. After the phone is answered on the third ring, after the operator uses the appropriate, scripted greeting. After the call is politely transferred to the next person. After the technique, comes the art...how we make someone feel.

If you aren't making people feel like your damned excited to see them, overjoyed that they chose you instead of the other guy, glad that they called you five minutes after closing...shame on you for proclaiming how good your service is.

Don't over focus on the script...spend more time on the art.