• James Walton

Average Organizations Respond to Needs, Great Ones Do This

Updated: Mar 1, 2021

To receive these in your inbox Tuesday and Friday mornings, click here. No matter the industry, the core behaviors that drive customer success (and therefore customer retention and therefore revenue) are the same as those in the hospitality industry. You're probably not running a hotel chain (and if you are, welcome!), but your team can benefit from instilling the habits that make great hotel chains what they are.

Anticipating customer needs.

Average organizations respond to customer needs, great ones anticipate them. A place to start here is walking your team through a customer journey mapping process to identify and highlight key moments in your customer's experience of your brand. Know where those key inflection points lie and be prepared.

Delivering exceptional value.

Of course, simply anticipating what your customer needs are is insufficient. Develop key operational metrics that indicate your success, assign individuals to be responsible for them, and hold weekly speed checks to update the scoreboard and drive continuous improvement

Building relationships quickly.

The art of rapport building is a skill that anyone can learn. Especially in key customer-facing roles, those who represent the organization to others can leverage the ability to build meaningful connections with customers quickly.

Customer retention is about delivering customer outcomes (anticipating needs and delivering value) and exceeding customer expectations (building relationships quickly.)

And the people who intuitively understand this better than most are those who in the hospitality space, an industry disproportionately affected by Covid-related layoffs. If you're hiring for a customer-facing role in the future, don't overlook former hospitality professionals, they can bring a great deal of what you want to the team.


If you'd like to subscribe and receive these 2x weekly insights on business and leadership, click here.


At Trellis Group, we believe chaos is the enemy of the small business. It's our mission to partner with small business owners and their teams to develop the managerial practices and processes to crush chaos. If you feel overwhelmed and need a proven system to focus on the next best thing, we can help. Companies who work with us see revenues go up, anxiety go down, and work becomes a force multiplier for good in the lives of your people. Reach out to discover how the Trellis Group can help you crush chaos.


Recent Posts

See All

Quick reminder that appreciation is always in season. Genuine words of gratitude and encouragement, delivered simply and directly, help create the kind of workplaces that allow people to thrive. There

I sat down this week and wrote out 10 investing principles that guide my financial investments. Principle 3: Fear of missing out means you’re envious of someone else’s game. Play your own game and wis