Episode 3: Customer service & managing expectations

SummaryThe conversation covers various topics related to managing expectations and delivering excellent customer service in the hospitality industry. It explores the challenges of trusting and training a team, especially in a new venue. The discussion also touches on the changing customer behavior and the importance of creating a positive customer experience. Overall, the conversation emphasizes the significance of customer service in the hospitality industry and the need to adapt to evolving customer expectations. The conversation highlights the importance of communication and managing expectations in the hospitality industry. It emphasizes the need to understand and address customer anxiety and social anxiety. The transferable skills of hospitality, such as empathy and effective communication, are discussed. The conversation also touches on the complexity of the industry and the changing role of hospitality professionals. Finally, it concludes with the enjoyment and rewards of being part of people's celebrations in the hospitality industry.Takeaways

• Trust and train your team to deliver excellent customer service.
• Manage customer expectations and communicate openly with them.
• Adapt to changing customer behavior and expectations.
• Create a positive customer experience to build loyalty and word-of-mouth marketing. Effective communication and managing expectations are crucial in the hospitality industry.
• Understanding and addressing customer anxiety and social anxiety can improve the customer experience.
• Hospitality skills, such as empathy and effective communication, are highly transferable to other fields.
• Relating to and influencing others is an important aspect of customer service.
• The hospitality industry is complex and requires managers to help staff understand its intricacies.
• Being part of people's celebrations in the hospitality industry can be rewarding and enjoyable.