Are you aware of the distinction between service and hospitality?
I’ve worked in client service roles my entire professional life, and yet I only just learned about this distinction. And it’s a crucial one.
Service is about what you do.
It’s transactional, trainable, reactive, and procedural. It can be measured, standardized, replicated, and taught.
Hospitality is about how you do it.
It’s emotional, innate, proactive, anticipatory, and relational. It’s based on how the other person perceived the interaction.
You cannot measure it, but it has a profound impact on the trajectory of a relationship.
Good service satisfies customers. Good hospitality makes them loyal.
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