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What's The Mood Out There? The Role for Hospitality.
By John Hendrie
Thursday, 23rd October 2014
 

There is a sense of unease out there and in the marketplace, not quite panic, but our fellow citizens are on guard in an aura of disquiet; 

For a connected world, we are bombarded all the time with news and opinion, most of it disturbing, everywhere we turn we have updates on ISIS (ISIL or IS), Ebola, the Ukraine, Hong Kong dissension, melting glaciers, the Secret Service lapses, a do-nothing Congress, racial tension. 

The list goes on. No news is really good news.  Just stay in bed with the covers over your head, turn off the television, PC, phone and tune out!

This is the state of mind of our guests, perhaps subconsciously, when they come to our lodgings, dine in our restaurants, work out their angst with our recreation, take a break with our entertainment.  Transport us, Hospitality, to the sublime (or at least equanimity). 

I need some relief!  Even for a short spell, make me forget, turn on that spigot of care, concern and service.  This is our calling, our forte.  What an opportunity to make the Hospitality Experience memorable for all the right reasons.

We can do this.  We can soothe those tensions, be upbeat and sincere, and deliver on our promise.

It starts, of course, with that welcome â€" a ready smile and gracious outpouring of welcome.  Nothing better than a friendly face and warm engagement! Get me settled quickly, less the hassle.  Meet my needs without being asked.  Make me feel special.  This is not a mysterious effort; it is our trade.

Everyone has been pontificating about the Experience and what that means.  Reportedly, our guests are seeking adventure, authenticity, something different when they visit our venues. 

This is all well and good research, but I think the current psyche is more interested in the fundamentals.  My day already has enough adventure!  Let’s start with the basics and build from there. 

Assure me that those basics have been covered â€" your attention to service, product and facility.  Everything else is pure gravy, given the current atmosphere.  We can do this.

John Hendrie is the author of the LRA blog, focusing on anything and everything about customer experience. LRA Worldwide is the leading global provider of Customer Experience Measurement services for multinational companies with complex customer interactions. For over 30 years, LRA’s innovative brand standards audits, quality assurance inspections, mystery shopping programs, research, and consulting services have helped ensure our clients deliver consistent, memorable, and differentiated experiences to their customers. Many of the world's preeminent global hospitality brands, as well as companies in the gaming, dining, healthcare, sports and entertainment, real estate, retail and travel industries choose LRA to help them measure and improve the customer experience. For more information, visit www.LRAWorldwide.com

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