Hospitality and the positioning of your company

Most companies can learn a lot from the so-called hospitality industry, the sector that is dedicated to receiving customers and/or guests. Because in addition to the experience you create in your marketing communication, the experience that customers, suppliers, salespeople, job applicants, or even employees have within your office is just as important.

In a good restaurant, it is customary for your coat to be taken upon arrival, to be assigned a table, and to receive a complimentary aperitif. A good reception simply creates a welcoming feeling. The restaurant is already ahead 1-0. This principle can also be translated to the business world.

Welcoming the customer

For many customers, suppliers, prospects or job applicants, the initial reception and the hospitality they experience are essential for shaping the image of your company. Consider the following when receiving a customer:

• Provide a personal welcome; don’t leave a customer to their own devices. Make small talk, for example.
• Offer the person a cup of coffee or glass of water. And make sure the coffee is good!
• Don’t keep the person waiting too long for their appointment.
• Always offer the person a seat.

Simple right? Your guest should feel at ease, receive attention, and feel welcome. Such a reception provides a boost to the company’s image. It strengthens the positive feeling about your brand and also reflects a level of professionalism. You are ahead 1-0. Regardless of the outcome of the conversation, the visitor to your company will always have a positive feeling about their introduction.

The customer connection

Is that it?

No, don’t forget to keep your new hospitable attitude during the meeting or appointment with your guest:

• If the meeting lasts for 2 hours, ask multiple times if the customer wants something to drink or eat.
• Is the meeting during lunchtime? Provide sandwiches. Contact the guest beforehand about their preferences. This works even better!
• End the conversation nicely. Say goodbye to the customer and send a summary email of what was discussed in the meeting.
• We have already given our reception room a makeover. Porcelain tableware, a variety of soft drinks in the fridge, freshly ground coffee beans, and too many types of cookies to name. Practice what you preach.

So, do you want to talk about a new positioning or brand strategy for your company? Come by for a non-committal meeting. The coffee is ready.