Good hospitality is based on being able to feel secure in your organisation, knowing your responsibilities and being able to take responsibility for and communicate the content and execution of your work. These are examples of conditions that are important for offering good hospitality to customers, clients and other stakeholders.
The importance of thoughtful and sophisticated hosting has been highlighted during the ordeal of the coronas pandemic and many companies have made efforts to work methodically and strategically to develop in this regard.
One example is the small and niche shop offering sustainable fashion, which has decided to further develop its hospitality by offering the customer:
- personal and engaging posts on social channels (for example: Instagram and Facebook)
- increased knowledge about sustainable fashion and why the customer should choose such an option despite a possibly higher price tag (e.g.: more sustainable production conditions, materials and transport)
- the possibility of dialogue in digital channels on, for example, price, material, size and stock balance.
- the possibility of adapting the point of sale to the customer's needs and circumstances (for example: extended opening hours and home delivery).
Reflection questions:
- How do you define hosting?
- To what extent is hosting and developing your hosting a priority for you?
- Can you describe how your hosting is practiced today?
- Given that you are several employees, do you share the view of what hospitality is and how it is practiced in your business?
- Who are your role models when it comes to good hosting?
- What can you learn from them and what can you weave into your own activities?
Comment:
The example above is taken from a company operating in a hard-hit industry. Early in the corona pandemic, the CEO made a strategic decision to work with his staff to develop his hosting. The results included increased customer loyalty and almost maintained turnover.
