Stop thinking you’re two steps behind—if you’ve already mastered hospitality, you are on the cutting edge of marketing.
Today’s most successful businesses are built on the back of hospitality. Of course the Danny Meyers of the world have that figured out. But with the decline and fall of mass marketing and the rise of social media—so do non-hospitality businesses.
Nike, Beyoncé, Target, FedEx—every successful brand you trust does two things: treats their customers as invited guests and then delivers extraordinary experiences.
Disney even wrote a book about it.
Amazon founder Jeff Bezos even goes so far as to steal our words: “We see our customers as invited guests, and we are the hosts. It’s our job every day to make [the] customer experience a little bit better.”
Sounds a little like your regular Tuesday night, doesn’t it?
Today’s single most successful marketing strategy is hospitality
If you’re feeling overwhelmed by all the complicated new marketing tools, platforms, and theories, I say: Junk it all and go old school. You got this already.
You live a 300-year-old tradition practiced and perfected by the best maître d’s, chefs, sommeliers, servers, and general managers: Delivering exceptional customer experiences every day for every customer, no matter what.
- You turn around even the most curmudgeonly food-averse tightwads.
- You transform humble raw ingredients into memories that last a lifetime.
- You orchestrate the scene for successful business deals, celebratory life events, and even the humble date night of an exhausted couple.
In the process, you transform your business for every guest you serve.
Now, let’s use those same skills to create customers for life, get press, and grow your business for as little money as possible—preferably no money, actually.
You already know hospitality is not easy. Hospitalitiers will tell you it’s the hardest damn job on earth. And it’s certainly not something you can turn on and off when you feel like it.
But you’re already doing it. All the time. So I’m not asking you to learn anything new. Just use what you already do to reach somebody new.
By leaning on a straight-forward tradition that dates back to the 1700s, you’ll emerge from the overwhelming fog you might think is marketing in 2016 and reap the transformative power of simple hospitality.
Hospitality can be delivered anywhere, everywhere, all the time—even when you’re not around
Your Facebook page, your website, heck, even your Spotify channel—these digital spaces have become your real storefront. After all, for every customer that interacts with in “meatspace,” there are anywhere from 10x to 100x to 1,000,000x more customers interacting with you online—whether you’re there or not.
The digital space can be used to deliver the kind of hospitality that built the behemoth that is Amazon—as well as scale the magical feeling you can deliver in your humble little lunch spot or with your hand-crafted product.
For 21 years, I had a front row seat at some of the country’s best—and busiest—world-class restaurants.
Here’s what I learned: their secret sauce is hospitality—the solution for creating customers for life, getting press, and growing your business.
So, let’s dig in and see how I can help you, my invited guest. It’s my job every day to make your experience here on my storefront a little bit better.
But I need to get to know you a bit so I can understand what you need, what you wish for, and what will make your experience magical. Let’s get started with one quick question—what’s the thing that keeps you up at night. I want to help you start solving that.