It All Begins with Hospitality

Church leaders need to understand the fact that our competition is not other churches; it’s places that provide WOW! Experiences and to which guests compare our churches.

While that may seem a negative, it can also be turned into a positive by LEARNING from those top-notch places and their leaders.

Take for instance Danny Meyer, the founder and co-owner of multiple top-rated New York restaurants and author of a book entitled “Setting the Table.” Subtitled “The Transforming Power of Hospitality in Business,” Meyer shares the lessons he’s learned while developing the winning recipe for doing the business he calls “enlightened hospitality.” They are lessons that the church can learn from. Here’s a sample:

Hospitality is the foundation of my business philosophy. Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side. Hospitality is present when something happens for you. It is absent when something happens to you. Those two prepositions – for and to – express it all.

Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes it recipient feel. Service is a monologue – we decide how we wan to do thins and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.

People duck as a natural reflex when something is hurled at them. Similarly, the excellence reflex is a natural reaction to fix something that isn’t right, or to improve something that could be better. The excellence reflex is rooted in instinct and upbringing, and then constantly honed through awareness, caring, and practice. The overarching concern to do the right thing well is there or it isn’t.

Eleven Madison Park, founded by Danny Meyer

Eleven Madison Park, founded by Danny Meyer

What a great learning environment for churches wanting to improve their Guest Services team!

Last week, I posted a series on hospitality based on Le Bernardin, the famous restaurant in NYC owned by Chef Eric Ripert. If this post resonated with you, click on the links below for more.

Creating experiences of hospitality allow for positive, uplifting outcomes for human experiences and human relationships. They will help you connect to people coming in your door week in and week out.

How will you practice hospitality in your church this weekend?

 

photo courtesy Julian, CC

No Excuses Allowed

In Mrs. Soeesby’s Senior English class it was simply called “The List.” In letters large enough to see from anywhere in the classroom, it started above the door to the class and went all the way round the room. Each item was numbered. By the time she retired (between our second and third child’s journey through Senior English), the list was over 100 items.

The list was excuses she had heard over the years from students for not turning in their work on time.

Ever the efficient teacher, she simply required the student to write the number on a blank piece of paper and turn it in.

At Le Bernardin, one of New York’s premier four-star restaurants, co-founder Maguy Le Coze and maître d’ Ben Chekroun give new service staff a list, too – 129 details, aka “Monumentally Magnificent Trivialities” to keep in mind at all times.

Here are a few samples:

• Acknowledging guests with eye contact and smile within 30 seconds; First Impressions count!

• Not thanking guests as they leave; Last Impression!

• Not opening the front door for guests

• Being too familiar or excessively chatty

• No sense of humor

• Lack of eye contact

• Not having total focus when talking to guests

• Not really listening when spoken to

• Appearing stressed or out of control

• Not establishing rapport with the guests

• Inability to answer basic questions

• Poor personal sanitation practices

• Standing around doing nothing

• Pointing

• Walking past dropped items/trash on floor

• Excuses for anything-anytime

It’s a constant battle to keep everything consistent and up to the established standards.

Do you have a list for your Guest Services team?

You should…