Business-building ideas and advice to move you forward faster.
If you want your clients to be loyal, raving fans, don’t just service them—show them hospitality.
You have a lot of inside information about your clients. Are you maximizing it?
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I’m talking about showing them hospitality, not just service. Hospitality is when you know enough about that client, you have observed them enough, and you have heard from them enough that you know how to most effectively care for them, how to most effectively love on them. This is far more than just sending them a quarterly report or update.
This is where you get involved in their circumstances, letting them see that you really know and care about what’s happening in their lives and stand ready to help.
I’ve really been enjoying this book from Danny Meyer called Setting the Table. Danny Meyer created Shake Shack and Union Square Café, and he talks a lot about hospitality, including some of the nuances between that versus service. He mentions, “Hospitality exists when you believe the other person is on your side. Hospitality is present when something happens for you.
I experienced a great example of this when I was the last speaker at a dinner event. We had finished the event, and everyone else had eaten. One of the servers came up to me as they started clearing up the ballroom, and she mentioned, “I put aside a plate of food for you. I’ve covered it in foil, and it’s just over there.” Then she joined her team and set about cleaning up the room.
At that stage, attendees wanted to talk with me about what I’d covered during my presentation as well as get photos with my Olympic medal. The line of people waiting to speak with me was a mile long.
About 15 minutes later, that server took the plate of food she had set aside out to the kitchen. When there were two or three people left in the line, she came back out and said, “I’ve put the plate of food out in the kitchen. The chef’s added some really cool stuff for dessert, as well. It looks like you’ll be about another 10 minutes here, so let’s give it 30 minutes, and I’ll send somebody up to your room with your food and with your dessert, after you’ve had time to freshen up. What room are you in?”
That’s hospitality! That’s when I could see somebody was seeing what was going on, seeing what I’m experiencing, and being an advocate for me.
How are you showing your clients hospitality? You have a load of information about them, but how are you practically and thoughtfully showing them you actually understand their circumstances and you are willing to be a helpful advocate, taking action for their good?
To make sure you do this more effectively,
They’ll have you to thank for being so thoughtful, but most importantly, they’ll know they’re in the right place, working with someone who really genuinely cares about them and their circumstances.
I look forward to bringing you another Distraction-Proof Advisor Idea next week.
For more Distraction-Proof Advisor videos, visit my blog directory page to link to more ideas to help you gain control, work smarter and succeed sooner.
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Paul Kingsman is a sought-after expert on how to be distraction-proof. Through his speaking, writing, and coaching, he teaches financial services professionals how to maintain focus and take practical daily steps to successfully grow their businesses and achieve outstanding long-term results. To find out more about Paul and how he can equip you or your team to achieve your own outstanding results, visit PaulKingsman.com.
"2021 has been a great year for my business, and a lot of that was because of what I learned from you, Paul. You've been an advisor, so you get it! Thank you so much for your invaluable transformative coaching and advice!"
Michelle Glass, Glass Financial Advisors