What a positive mindset can do for your customer?
According to Wikipedia, “A mindset can also be seen as arising out of a person’s world view or philosophy of life”
“Whether you think you can or think you can’t, you’re probably right!” Henry Ford
Mindset can even affect your health.
So, why this subject and why now?
Over my career of working in different fields, I have come across many “mindsets” with the regard to outlook on various subjects. One of those being the hospitality industry.
The Hospitality industry has and is undergoing immense change at the moment due to several factors but the main one being the Covid19 scenario.
So I thought what better way to highlight some of the most fundamental things I have learnt from some of the top brands in the hospitality industry and some of the most amazing people of all colours, shapes and nationalities.
“Mindset. Can make so much difference with little or no cost”
Mindset. Can make so much difference with little or no cost. It comes in top-down management companies from senior management and in the North of Europe and other regions, it comes from the overall team dynamic.
Let me give you a personal example. One day I was sitting in a hotel with the MD of the group and the GM of that hotel and we were having a business lunch discussing marketing ideas. Next to us, there was a charming table of tourists from abroad chatting about their day ahead with great excitement.
One of these guests had already finished their meal and was waiting for the staff to remove their plate so they could continue their meal.
So, we quickly glanced around the room to spot the team who were on duty and we couldn’t see anyone at that moment. So, the mindset in this instance was that before any of us could get up, the MD had already leaped to his feet and went over and removed the plate asking if they needed anything.
After all, the guests didn’t care who would remove the plate or whose job it was to do so and just wanted their plate removed, right?
In another virtually similar if not identical situation, I have seen an array of reactions from the GM bursting out of the room, to reprimand the duty manager about this situation or a salesperson walking past and when asked if they had thought about removing the plate was informed that “That’s not my job”…
It’s a mindset of being customer-centric. The MD I mentioned before was always a customer focussed person and I know many men and women just like him in the industry that would apply the very same principle.
So you might book the right hotel, in the right location, or the context of your work environment in another industry, do you answer the phone? Or pass them over or pause the problem for someone else or do you try to tackle and solve the problem yourself.
It’s a mindset.
There are many ways to help prepare your mind for a day with the right mindset but maybe that’s for another post and another time.
If you want to know where or when that specific event happened? It was Victoria Falls Safari Lodge in Zimbabwe and Ill leave that right there. No, I don’t work for them at present so this not a paid-for post.
I am people orientated so I try to think about what I can do to help my team, community, etc so the challenge I have for you is what can you do to help your team’s mindset.
