This week's Real Life Leadership - To keep your customers happy, it is important to treat them like guests - is online.
In this column, I return to the theme Hostmanship that I wrote a lot on last year. Through this link, you can find all the various pieces, including a link to my review of Jan Gunnarsson and Olle Blohm's great little book, Hostmanship: the art of making people feel welcome.
Seems fitting that on the week when my Johnny Bunko Challenge 7th lesson - Say, Thanks, every day - is announced as a finalist in the contest, that I'm also writing about Hostmanship.
The underlying purpose of the column is to introduce our local writers to Bill Kelley who heads the talent devleopment operation at the Grove Park Inn Resort and Spa. Bill is one of our Lessons In Leadership workshop presenters on January 20. Bill spoke at last January's event. He's smart about how leaders develop their employees to understand how to act as host to the Inn's guests. When he first heard about Hostmanship last year in my columns, he found an idea that he was already employing in his work for the Grove Park Inn. If you are close by Asheville on January 20, register for our leadership event. It is going to be quite special.
One additional word about making people feel welcome. I believe this is a game-changing mindset during hard economic times. Hardship is an emotional experience. It is disorienting, frustrating, scary and very possibly isolating. To know that this person or that company understands can make the difference between survival now and thriving in the future.
Let me suggest that you download the free review of Hostmanship that I did, and read it. Pass it around the office. Schedule a lunch together, order in, and talk about how this idea could impact your business.
It could be said that Hostmanship begins in the home, or at least the office. If we treat one another as guests, then our business' guests will find a welcoming, distinctive place to bring their business.
Thanks for reading.You can download a hard copy of the column here. Thanks.