How can you empower your team to provide Unreasonable Hospitality?

[Pesso]

Hey Square Readers,

We’re continuing our discussion of Unreasonable Hospitality by Will Guidara, and so far we’ve started with an opening discussion of your own experiences with exceptional hospitality, and brainstorming how to provide it to your customers. Today we’re talking about creating that culture internally first, and empowering those who work with you.

A big piece of this book is actually leadership development. The author explains that giving your customers a great experience really starts with first creating a positive culture within your business of kindness, caring, and trust. If you have a partner or employees, enabling and empowering them is key because you can’t provide great service if you’re having organizational or staff issues. He says that if you want to treat your customers well, then you first need to treat your team well, by having logistics down and a great employee culture.

The author says that this starts by hiring the right people for your business; not settling for anything less than someone who could become a top contributor on your team. Next, it’s training them to internalize your business’ mission; taking time to communicate with them in order to inform, inspire, connect, and provide positive reinforcing feedback & praise. Then getting to know their strengths, and assigning them roles accordingly. With that, you can demonstrate trust in them by giving them responsibility and ownership over elements of the business, which they can transform to provide an exceptional customer experience. You worked to hire the best people, now trust their judgment and expertise to help you run your business. 

So let’s take these concepts and look inward at your own businesses. Share your reflection to these questions in the comments, and don’t forget to respond to other members’ messages with your thoughts too! 

We’d love to hear your answer in the comments:

• How can you train your employees to: 1) internalize the impact your business can have on customers’ lives, and 2) give your customers a deeper level of hospitality?
• What work and responsibilities, areas of your business can you give ownership over to your team, in service of providing an exceptional customer experience?
• What is holding you back from giving your employees more control? 
• How can you systematize giving more positive feedback to your team on a regular basis?  

Feel free to share any other thoughts you have about this book. We can’t wait to hear your thoughts in the comments below!

Don’t forget to:

• View and Subscribe to all threads about this book

Happy reading,

Pesso

[Pesso]

I can't wait to hear from all of you:
 @CareyJo , @bonny , @thecedar , @HC_Charlie , @RuckusDonuts , @GoalGetter , @Smellthis1919 , @BrianaJo , @ChickenRacer  @Doran , @TheArtChildLLC , @TheArtChild , @schaefferjosh , @EMstudioWA , @JUYBoutique20, @JTPets , @ryanwanner , @DinaLRosenberg 

[Pesso]

I also really loved that @JTPets posted this thread about training employees to provide exceptional customer service. I highly recommend watching the Pickle video, and responding there too about how to provide great experience and to get your employees to "get it" and live your mission too!

And also @Twpchair posted this thread about letting go of control and having your team run more of your business. Such a great conversation and right along these lines!

Thank you both for kicking off those conversations, and I'd love to hear your thoughts on these questions too-

[Twpchair]

You are amazing and so helpful! I can't thank enough people back here for help, to support, or just venting! This might be the best part of Square! This is just an amazing group of people who are helpful, have knowledge beyond on my attention span but can explain it to me on the easiest level of a stressed day and boom got it. Freak-out mode is Isabelle and Max. They are probably ready to block me lol 😆