We are a business of “hugs.”
Hospitality.
Not real hugs, that can be creepy with strangers. But, there are so many ways we “hug” the guest–with warm lighting and proper, well attended temperature. We welcome guests, we hang coats. We smile, we make eye contact. When we are at our best we recognize immediately when a standing guest doesn’t know where the bathroom is. When we are at our best, we walk them rather than point. We check back, we clear unneeded things from the table, we insist on correcting oversights, we involve managers when such instances occur because that’s how much we care. We make sure that first drink order is taken right away and the check is settled quickly when payment is offered, regardless of how long they have been sitting and chatting–sometimes with nothing but their water glasses. If we believe in top-level hugs, the water glass is full. Always. (It takes a village.) And, if we are seizing each and every opportunity, when we return with a credit card, we have read the name on the credit card and we when say thank you very much for visiting, we repeat their name, evidencing that we cared enough to take notice.
Just sayin’
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