I have talked about customer service and hospitality before, and I have a few more thoughts. 

People will forget what you say or do, but they will never forget the way you made them feel. 

This is exactly how I feel about the difference between customer service and hospitality. 

Customer service is doing and saying the “right” things. 

Hospitality is taking that extra step. 

It’s taking action and sharing words that make the other person feel like you have their back, that you understand their needs and care. It’s the feeling that you not only care about their needs, but that you have taken care of them and their needs. 

So, as you go into the week ahead, think about how you can shift customer service to hospitality. It may be a few small little shifts or one massive change. This may be in your personal life, your professional life, or both. 

Regardless, I am certain that you will not only see the impact it has on others, but you feel the positive impact it has on your mindset. 

Life is good.


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