Owning a business carries with it a lot of responsibilities. From simply keeping the lights on to keeping up employee morale to finding the right vendors, the list is long and there never quite seems to be enough hours in the day. The more trivial aspects of everyday interactions are easy to overlook or gloss over.
But those overlooked aspects of interaction, both with your customers and with your employees, can radically alter the experience they have with you and your business. This is the insight offered by restaurateur and author Will Guidara in the video you can watch below. His book Unreasonable Hospitality made waves recently in the business world, and there are a lot of lessons to be learned from it and the interview below, even if you’re not in the hospitality industry.
One key insight from Guidara is that you are never going to be better than everybody at everything, so making deliberate decisions about which aspects of the customer (and employee!) experience you are going to pay particular attention to is critical. In this regard, Guidara has applied to business the core message of Maya Angelou’s famous quote, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Watch the full interview below.
