Hospitality Its the Attitude!
When asked the question: Who is the most important person in your business. The answer is of course the customer. In most cases you are relaying on the continuous support of the customer and the reference they may provide for your business. The easy part of building a successful business is to get the customer to enter your establishment the first time. The hardest part is to get them to return. If you are like the average company, up to 40% of your customers walk out the door and never come back. What's worse, the "average" business is totally oblivious to their actual churn rate—so they do nothing to correct the problem
The number one reason people fail to return to a business is related to attitude. The attitude of indifference from the individual(s) who they encounter. To repeat that the number one reason for lost customers is the attitude. A poor attitude, poor service, disinterest service is the number one reason a customer does not return. When someone is happy with the services provide by a company the chances of them telling someone are less than 10% if they are unhappy the chances of them telling someone are over 80% the changes of them telling multiple people over 65%
So if you ask your employess who the most impotnt person in the company is; the answer is me. Me refering to each individual employee. Me because it is each personal individual attitude that determines the sucesss of the business.
Since I spent over 25 years in the hospitality business including writing a super host training program and at one time owned two restaurants I am very critical of the standards of service I receive in any business. I have had a few bad experiences as a customer dealing with improperly trained employees and management people. I'll never eat again at Boston Pizza.
There are other ways besides direct contact with a poor attitude that can also result in a business losing customers. Included here; not respond to inquiries either by phone, email or letters,or keep customers, investors, media and stakeholders updated. Today your online presence is also a key factor. Respect those who support your business.
It is not often that I experince a bad or unstatisfying visit to a winery. But it does happen.
Perhaps what iritates me the most is when your tasting room host is paying attension to you untill some else comes in, be it a regular or a friends and suddenly your forgotten about. The host must have the ability to include everyone.
At one respected winery restaurant our waitress seemed to disapear after the main meal was served. When she finally retured she said "Oh I forgot about you"
I do not request any special treatment when visiting a winery. In fact I prefer just to walk in and see how good or indifferent their hospitality is on a first time visit.
I think its import that the winery selects the right people to be representing them, skilled at greeting and acknowledging people. Skilled at pouring wines, skilled at communications and have a knowledge of the wines and winery they are representing. Do not leave it up to the hotel, the event organizers or your marketing company. It up to you to protect the interest of your business.
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