{"id":45256,"date":"2025-09-29T22:08:03","date_gmt":"2025-09-29T22:08:03","guid":{"rendered":"https:\/\/isafespend.com\/?p=45256"},"modified":"2025-09-29T22:08:04","modified_gmt":"2025-09-29T22:08:04","slug":"most-companies-stop-at-good-service-but-the-real-growth-multiplier-is-something-else","status":"publish","type":"post","link":"https:\/\/isafespend.com\/?p=45256","title":{"rendered":"Most Companies Stop at Good Service \u2014 But the Real Growth Multiplier Is Something Else"},"content":{"rendered":"<div id=\"post-385005\">\n<header class=\"\">\n<div class=\"tw:text-lg\">\n<p>Every business is in the hospitality business\u2014because customers don\u2019t just remember what you did, they remember how you made them feel.<\/p>\n<\/p><\/div>\n<\/header>\n<p class=\"tw:font-normal tw:italic tw:text-sm tw:text-gray-600 tw:mb-4\">\n\t\t Entrepreneur \t<\/p>\n<p class=\"tw:font-normal tw:italic tw:text-sm tw:text-gray-600 tw:mb-4\">\n\tThis article is part of the America&#8217;s Favorite Mom &amp; Pop Shops series. Read more stories<\/p>\n<div class=\"gate-check piano-check is-layout-flow tw:prose tw:prose-lg tw:prose-blue tw:font-serif tw:max-w-[728px] tw:mb-12 tw:mx-auto tw:lg:mx-0\">\n<div>\n<h2 class=\"tw:mt-0 tw:mb-1 tw:font-sans tw:text-2xl\">Key Takeaways<\/h2>\n<ul class=\"tw:font-semibold tw:font-sans tw:text-base tw:marker:text-blue-600\">\n<li>Service meets customer needs, but hospitality makes people feel valued \u2014 and that\u2019s what drives loyalty and referrals.<\/li>\n<li>Small, human gestures turn ordinary transactions into memorable experiences and the most cost-effective marketing you\u2019ll ever have.<\/li>\n<\/ul>\n<\/div>\n<p>When people hear I speak in the hospitality industry, they usually assume I\u2019m talking about hotels or restaurants. And yes, I\u2019ve spoken to plenty of those groups. But I always remind audiences: every business is in the hospitality business \u2014 whether they realize it or not.<\/p>\n<p>The problem? Many companies confuse hospitality with customer service. They assume if they\u2019re fast, accurate, and efficient, that\u2019s enough. But service and hospitality are not the same thing. And if you don\u2019t understand the difference, you\u2019re missing an opportunity to win loyalty, repeat business, and referrals.<\/p>\n<p><b>Related: Your Competitors Are Already Using These 4 Customer Service Strategies \u2014 Are You?<\/b><\/p>\n<h2 class=\"wp-block-heading\">Service vs. hospitality<\/h2>\n<p>Here\u2019s the distinction I\u2019ve seen again and again as a keynote speaker, business owner, and author:<\/p>\n<ul class=\"wp-block-list\">\n<li><b>Customer service<\/b> is about providing people with the products or services they need as quickly, accurately, and efficiently as possible. It\u2019s transactional \u2014 it gets the job done.<\/li>\n<li><b>Hospitality<\/b> is about elevating how people feel while you serve them. It\u2019s emotional \u2014 it makes people feel seen, valued, and cared for.<\/li>\n<\/ul>\n<p><b>Service is expected. Hospitality is remembered.<\/b><\/p>\n<p>You can deliver a product perfectly and still fail to make customers feel better. When that happens, you miss a chance to create advocates. But when customers leave feeling uplifted or genuinely cared for, they tell others. Hospitality turns ordinary transactions into free marketing.<\/p>\n<p>\u201cService is the transaction. Hospitality is the transformation.\u201d<\/p>\n<h2 class=\"wp-block-heading\">Lessons from my early jobs<\/h2>\n<p>I first learned this distinction as a teenager working the front desk at a Best Western. Checking guests in and handing out room keys was service. Remembering a guest\u2019s name or noticing someone was tired? That was hospitality. It was a lesson that stuck.<\/p>\n<p>Later, as a bellman at a Southern California resort, carrying luggage was part of the service. Pointing out the best sunset spot or joking with guests to ease tension? That was hospitality. Those small gestures made guests happier and even increased my tips.<\/p>\n<p>The lesson: these moments didn\u2019t take extra time, but they created extra value. Guests didn\u2019t just get their needs met \u2014 they felt special. And that feeling is far more memorable than any key card or suitcase.<\/p>\n<h2 class=\"wp-block-heading\">The business case<\/h2>\n<p>Years later, I owned Edible Arrangements stores. We won the company\u2019s Best Customer Service Award not just because orders were accurate and on time, but because my team delivered hospitality. They didn\u2019t just make fruit baskets \u2014 they celebrated new parents and offered sympathy during tough times.<\/p>\n<p>We weren\u2019t delivering products \u2014 we were delivering emotions. That translated into higher sales, better reviews and repeat business. Service creates satisfaction. Hospitality creates loyalty.<\/p>\n<p>A customer who gets good service may return \u2014 or may try your competitor. A customer who experiences hospitality becomes your marketer, sharing their story with friends, family and social media. Hospitality multiplies the value of every customer interaction.<\/p>\n<h2 class=\"wp-block-heading\">How to add hospitality (even in busy environments)<\/h2>\n<p>Hospitality doesn\u2019t require grand gestures. It lives in small, consistent choices that acknowledge the human in front of you. Here are practical ways to infuse it immediately:<\/p>\n<p><b>1. Acknowledge the person, not just the purchase<\/b><\/p>\n<ul class=\"wp-block-list\">\n<li>Make eye contact, smile or use someone\u2019s name.<\/li>\n<li>Even in fast-paced environments, recognition can reset a customer\u2019s mood.<\/li>\n<\/ul>\n<p><b>2. Empathize out loud<\/b><\/p>\n<ul class=\"wp-block-list\">\n<li>Don\u2019t just fix a problem \u2014 acknowledge the frustration or joy.<\/li>\n<li>\u201cThat must be frustrating \u2014 let\u2019s get this fixed\u201d carries more weight than \u201cI\u2019ll take care of it.\u201d<\/li>\n<\/ul>\n<p><b>3. Notice and personalize<\/b><\/p>\n<ul class=\"wp-block-list\">\n<li>A tired traveler, a child in tow, a small celebration \u2014 respond with a gesture or kind word.<\/li>\n<li>People remember when you notice details no one else does.<\/li>\n<\/ul>\n<p><b>4. Streamline transactions so you can connect<\/b><\/p>\n<ul class=\"wp-block-list\">\n<li>Use systems or technology to handle rote tasks, freeing your people for human moments.<\/li>\n<li>AI and automation can handle service \u2014 but only humans can deliver hospitality.<\/li>\n<\/ul>\n<p><b>5. Train for awareness, not just efficiency<\/b><\/p>\n<ul class=\"wp-block-list\">\n<li>Most employees are taught tasks; the best are trained to look for cues and respond with warmth.<\/li>\n<li>Role-play scenarios to help staff spot opportunities for hospitality.<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\">Hospitality starts with your team<\/h2>\n<p>Employees mirror the environment they work in. If your team feels micromanaged or unappreciated, they won\u2019t extend warmth to customers. But if you show hospitality inward \u2014 listening, recognizing effort and treating staff with respect \u2014 they\u2019re much more likely to show it outward.<\/p>\n<p>Hospitality isn\u2019t just at the counter. It starts behind the scenes. A staff that feels valued delivers experiences that make customers feel valued.<\/p>\n<p><b>Related: How Extreme Customer Service Creates Loyal Customers and Sparks Business Domination<\/b><\/p>\n<h2 class=\"wp-block-heading\">The missed opportunity<\/h2>\n<p>Service alone is a missed opportunity. A customer may walk away satisfied \u2014 but unchanged. No story to tell. Hospitality transforms satisfaction into delight, and delight into loyalty. It makes people remember, talk about and return to your business.<\/p>\n<p>It\u2019s not fluff. It\u2019s not optional. And it\u2019s the most cost-effective marketing you\u2019ll ever have.<\/p>\n<h2 class=\"wp-block-heading\">Final thought<\/h2>\n<p>Every business is in the hospitality business. Service is the transaction. Hospitality is the transformation.<\/p>\n<p>Ask yourself: are we just serving our customers, or are we also hosting them? Companies that embrace this distinction are the ones customers remember, talk about, and return to \u2014 again and again.<\/p>\n<p>Good service gets the job done. Hospitality makes people feel good \u2014 and when people feel good, they spread the word.<\/p>\n<\/p><\/div>\n<div class=\"is-layout-flow piano-meter-body tw:prose tw:prose-lg tw:prose-blue tw:font-serif tw:max-w-[728px] tw:mb-12 tw:hidden tw:mx-auto tw:lg:mx-0\">\n<div>\n<h2 class=\"tw:mt-0 tw:mb-1 tw:font-sans tw:text-2xl\">Key Takeaways<\/h2>\n<ul class=\"tw:font-semibold tw:font-sans tw:text-base tw:marker:text-blue-600\">\n<li>Service meets customer needs, but hospitality makes people feel valued \u2014 and that\u2019s what drives loyalty and referrals.<\/li>\n<li>Small, human gestures turn ordinary transactions into memorable experiences and the most cost-effective marketing you\u2019ll ever have.<\/li>\n<\/ul>\n<\/div>\n<p>When people hear I speak in the hospitality industry, they usually assume I\u2019m talking about hotels or restaurants. And yes, I\u2019ve spoken to plenty of those groups. But I always remind audiences: every business is in the hospitality business \u2014 whether they realize it or not.<\/p>\n<p>The problem? Many companies confuse hospitality with customer service. They assume if they\u2019re fast, accurate, and efficient, that\u2019s enough. But service and hospitality are not the same thing. And if you don\u2019t understand the difference, you\u2019re missing an opportunity to win loyalty, repeat business, and referrals.<\/p>\n<p><b>Related: Your Competitors Are Already Using These 4 Customer Service Strategies \u2014 Are You?<\/b><\/p>\n<\/p><\/div>\n<\/p><\/div>\n<p>Read the full article <a href=\"https:\/\/www.entrepreneur.com\/growing-a-business\/most-companies-stop-at-good-service-but-the-real-growth\/497538\" target=\"_blank\" rel=\"noopener\" rel=\"nofollow\">here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every business is in the hospitality business\u2014because customers don\u2019t just remember what you did, they remember how you made them feel. Entrepreneur This article is part of the America&#8217;s Favorite Mom &amp; Pop Shops series. Read more stories Key Takeaways Service meets customer needs, but hospitality makes people feel valued \u2014 and that\u2019s what drives<\/p>\n","protected":false},"author":1,"featured_media":45257,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46],"tags":[32],"class_list":{"0":"post-45256","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-make-money","8":"tag-featured"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.12 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Most Companies Stop at Good Service \u2014 But the Real Growth Multiplier Is Something Else | iSafeSpend<\/title>\n<meta name=\"description\" content=\"Every business is in the hospitality business\u2014because customers don\u2019t just remember what you did, they remember how you made them feel. 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