Hospitality in Franchising is just SMARTICLE.

 

Yes, Smarticle is a word, another Urban Dictionary find! woot woot! Actually, Smarticle was made famous by Homer Simpson and the irony within is fantastic. Ironic because Homer is a very simple man and the idea of Joy or a.k.a. smarticle is also just so very simple.

I recently spoke in one of my posts about people and their impact on business (the people post). What I did not specifically say in that post about those particular people were that one of the key things that made all of them truly great at what they do is their hospitalitude. OK, that word I totally made up, do you see it? Hospitality/Attitude. It is what I would describe as their ability to bring Joy to every guest, the ability to check their problems at the door and focus on the task at hand. To make their guests experience a truly memorable one each and every time. Dare I say, treat them like family.

I had a manager many years ago that was as hospitable as they come, a well known GM in the city who bought every customer he met a drink, always a smile, always a hand shake and always a drink to be given out. He was well liked by all of our guests. But, so was I, and I barely bought a drink for anyone. Don Cooper says in this video that its theatre and he is right, so right. My manager was great at the theatre but what I learned from this manager was that it wasn’t only theatre but respect and joy to see our guests. My manager would use his promo tab for the month in under two months, where as I would not use 10% of it in the month. Why? Because it was my genuine interactions and the joy I had in dealing with them that kept them happy. I knew their birthdays, their anniversaries, their kids names, their friends and on and on…..Joy and respect are the value added items that no one can describe, its the ingredient that keeps people coming back without them even knowing why. Yet so many refuse to use it in dealing with their clients and guests.

I challenge you to be smarticle today, bring Joy to your clients, guests, friends and family. Be joyful, you’ll be amazed what you get in return.

 

  • Donald Cooper, MBA, has been both a world-class manufacturer and an award-winning retailer. He speaks and coaches internationally on marketing, management and business excellence.

Donald can be reached at donald@donaldcooper.com in Toronto, Canada.  To read more of his articles, go to www.donaldcooper.com and click on “Free Articles”.

 

By | 2017-05-24T10:53:26+00:00 April 28th, 2016|Blog Feed|0 Comments

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