You don’t have to be in the hospitality business to really focus on the business of hospitality. But what is hospitality? It is “the art of making a personal connection with someone.” If this is true, then aren’t we all, first and foremost, in the hospitality business? The challenge today, however, is that we wouldn’t know it—not by how most people treat others today when it comes to customer service. But I think it goes deeper than just service. It encompasses leadership as well as our actions and behaviors. So what do we do it about? We need to go back to being in the people business first. How we make our customers, prospects, and employees feel about us—and then our services—carries a lo
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