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Sage Solutions
From Service to Hospitality: Unlocking a Surprisingly Versatile Skillset
Engage with a transformative discussion focusing on the compelling contrast between service and hospitality. This episode reveals how these concepts extend far beyond their common interpretations, unpacking their role in enhancing personal and professional relationships. Host David Sage shares insights from his experiences that illustrate the profound impacts of genuine hospitality—not just delivering a service but creating an environment that fosters emotional connections.
Delving into the heart of hospitality, we reflect on real-life scenarios and explore how simple gestures, active listening, and thoughtful actions can lead to memorable experiences. This episode challenges conventional views of service, urging listeners to rethink how they interact in various settings, whether at work or in their personal lives. As research shows, genuinely caring for others leads to stronger relationships and heightened loyalty, proving that hospitality greatly enhances everyday experiences.
Tune in for practical advice on integrating hospitality into your interactions and discover how to create an atmosphere where others feel valued and understood. Don’t miss the opportunity to enrich your life and those around you—join us and start your journey towards fostering deeper connections today! Remember to subscribe and share your thoughts with us!
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Welcome to the Sage Solutions Podcast, where we talk about all things personal growth, personal development and becoming your best self. My name is David Sage and I am a self-worth and confidence coach with Sage Coaching Solutions solutions. Today's topic not only has the power to reshape your career or business, but also your personal relationships and daily life. This is also a topic that's not commonly covered on personal development podcasts, so I thought it would be an interesting one to bring in, because I see real-life applicability in many different areas of my life, even though, like I said, it's not typically talked about in this realm, in this sphere. So today we're covering the difference between service and hospitality, two concepts that may seem similar on the surface, but when we dig deeper, we reveal entirely different potentials for impact. Now you might be thinking isn't service enough? After all, service is something that we rely on every day. While service is certainly useful, hospitality is a far more powerful force. As Maya Angelou once said, people will forget what you said, people will forget what you did, but people will never forget how you made them feel. And that, my friends, is the heart of hospitality. But before we get into it, our goal with this podcast is to share free, helpful tools with you and anyone you know who is looking to improve their life. So take action, subscribe and share this podcast with them.
Speaker 1:I think it's important that I give a little bit of background on my experience with these topics. I give a little bit of background on my experience with these topics. Throughout time, in the midst of many different jobs, I've usually had a serving job of some sort at night, whether this be at Bonefish Grill, fleming's Steakhouse, tgi Friday's, way back in the day, pizzeria Uno's, eddie Martini's, or even the one that I currently have as a suite server at the Pfizer Forum. And, frankly, the lessons that I've learned from those jobs have served me incredibly well in many different areas of my life. Anyone that has worked a service job knows that it's not easy and if you're going to do it well, if you're going to do it right especially if you're working for tips you can't half-ass that job and if you do, you're really gutting yourself of the money that you could be making.
Speaker 1:Service is important. If you are a server, if you are a bartender, providing solid, fast, efficient and intuitive service is a huge part of the job. Often, people need to get in and get out and get all of the things that they want, and it's your job to ask the right questions and to time things out the right way so that your service, the help that you are providing them, the value that you are trying to give them, enhances the entire experience, and I found that, whether it be serving or bartending, these jobs really helped me understand how to make people happy, how to provide value and be helpful as helpful as I can be. Not to mention, they upped my social skills quite a bit, because I was constantly talking to new people and trying to basically win them over, but if all I was doing was providing a service, I wouldn't have been nearly as successful in those jobs as I was and still am today. The key to becoming a great server, a great bartender or even a great host at home is hospitality.
Speaker 1:Before I get way ahead of myself here, though, we should probably define what each of these terms mean. When we talk about service, we're referring to the act of helping someone out, a duty fulfilled, a problem solved. The easiest example is the one that I was just using about myself. Think about a waiter who brings your meal promptly, or a customer service representative who answers all of your questions to your satisfaction. These acts of service are essential. They meet people's needs, they resolve issues and they provide value. Good service is efficient, reliable and often measured by speed and accuracy.
Speaker 1:In business, you want to provide good service. Or if you have a product, you're kind of trying to do the same thing. You want your product to provide a service to that person's life. You want to provide value. Provide a service to that person's life. You want to provide value. The number one way that people or businesses make money period is by providing value to people. If you are a valuable employee, you are providing a lot of value to the company and therefore you will likely get promoted or a raise. This idea of providing value as a proxy to what you can achieve or how far you can go in different areas of your life is a very helpful paradigm mindset or perspective to take.
Speaker 1:The first time that I heard this argument made of a call for hospitality, not just service, I thought it made some excellent points and that's why I wanted to cover it here today. My one qualm with the way that the argument was made was that it didn't have enough shades of gray. It glossed over service in such a way that minimized it or made it seem like an automatic and didn't really get across the value of service. So I wanted to take this second, as I have been doing, to really get across that service is about providing value to people Not just doing stuff, but doing stuff of value.
Speaker 1:It's also my belief that one of the primary or best ways for somebody to be a great leader is through providing a type of leadership called servant leadership. A good leader does not just tell people what to do and manage them Not that that isn't necessary. A large portion of the time, a good leader provides service to the people that they're leading. They gain influence by being of value to the people below them, the people that rely on them to get things done. Servant leadership empowers the people that you are leading to be better, more effective versions of themselves, and people want to follow somebody who provides value to them, which is why service is such an important part of leadership. I think I've made it pretty clear that service is essential and, when done right, provides great value. However, service is the more common half of this equation. This second part is often overlooked and rarely utilized, except primarily by the people who are in the field that shares the name hospitality, the field that shares the name hospitality and even in that field, it's way too often neglected.
Speaker 1:So if service is about helping people, what is hospitality? Well, hospitality, in contrast, goes a step further. It's not just about fulfilling a need. It's about creating an experience that resonates on an emotional level. Hospitality is the art of making somebody feel truly welcomed, cared for and understood. It's about connection and warmth. Put it another way service might give you a meal, but hospitality makes you feel like you're part of something special, like you belong, like you're at home. Service fulfills that helping need, but hospitality infuses that act of help with genuine care, building lasting bonds. So why is hospitality more powerful than just providing a service? Well, let's break it down.
Speaker 1:Service can often be transactional. It's often defined as the exchange of an action for a result. When you buy a product online, you expect it to arrive on time. That's service. However, hospitality transforms the transaction into an experience. Good service is a prerequisite to hospitality, because if the service is bad, you're not going to be creating this wonderful experience through hospitality. Imagine receiving a handwritten note with your order or having your customer support rep follow up personally to ensure that you're satisfied and not just asking blanket questions, but really digging deep and asking questions that make you feel heard, that make you feel understood. That extra step creates trust and emotional resonance.
Speaker 1:There's a well-known adage in the hospitality industry Good service is what you do when someone needs help. Great hospitality is how you make them feel. This isn't just a philosophy. It's backed by research. According to a 2017 study published in the Cornell Hospitality Quarterly by Smith, johnson and Lee, organizations that integrated genuine hospitality into their service model saw a 20% increase in customer loyalty and a notable boost in employee satisfaction. This study highlights that when people feel genuinely cared for, their commitment whether as a customer, colleague or friend grows exponentially. Moreover, hospitality requires us to engage on a human level. It's about empathy, active listening and anticipating needs even before they are verbalized. In our fast-paced world, taking the time to truly connect can make all the difference. As author and motivational speaker Simon Sinek puts it, people don't buy what you do. They buy why you do it. Hospitality communicates that, why, in every gesture and interaction, creating a sense of belonging that mere service rarely can. So let's talk about how this concept applies to our work environments. In today's competitive landscape, companies aren't just competing on products or prices. They're competing on experiences. Look at companies like the Ritz-Carlton or Zappos. This commitment to hospitality isn't just a business strategy. It's a philosophy that turns ordinary transactions into extraordinary relationships.
Speaker 1:In the workplace, hospitality can mean fostering an environment where employees feel valued and understood. It might be as simple as taking a few extra minutes to ask a co-worker how their day's going, or creating a workspace where everyone feels comfortable sharing their ideas. This leadership models hospitality. In addition to service, it builds a culture of trust and collaboration. So remember this quote by Richard Branson Clients do not come first. Employees come first. If you take care of your employees, they will take care of your clients. When employees experience genuine hospitality at work, they're more likely to extend that warmth, that hospitality, to customers or guests and colleagues alike. Notice the little reframe of guests instead of customers. It shifts your mind to a hospitality mindset as if they're a guest in your home, not just a dollar sign on paper. It's also about creating spaces where vulnerability is not met with judgment but with support. In meetings or team-building exercises. Incorporating hospitality means actively listening, celebrating small victories and fostering an environment where everyone's voice is heard. This approach transforms routine work interactions into opportunities for personal growth and collective success.
Speaker 1:Hospitality isn't reserved just for professional settings. It's a vital ingredient in all relationships, whether it's with your family, friends or even new acquaintances. Think about the last time you felt truly welcomed into someone's home. Often it wasn't the meal or the fancy decor. It was the warmth, the genuine interest in your well-being and the effort to make you feel at home that left a lasting impression. In personal relationships, hospitality means being present, listening intently or, as we've called it in other episodes, active listening and showing empathy. It's about creating safe spaces where people can just be themselves and not have to worry about you judging them.
Speaker 1:As the ancient proverb goes, hospitality is making strangers feel at home and making friends feel welcome. By extending this mindset into our relationships, we not only enrich our own lives, but also create networks of support and care. Consider the example of a family gathering. It's not just about the food or entertainment. It's about the atmosphere, the little gestures like a warm smile, a heartfelt compliment or a thoughtful conversation that can turn an ordinary gathering into a cherished memory. When we practice hospitality in our relationships, we nurture bonds that last a lifetime.
Speaker 1:Furthermore, in today's digital age, where interactions often happen behind screens, people feeling true hospitality has become more and more rare. So, whenever possible, try to infuse hospitality into our virtual communications. Doing this is more important than ever. A thoughtful email, a personalized message or even a well-crafted social media post can go a long way in making somebody feel truly valued when it comes to hospitality and business. If I haven't already made this clear, hospitality is not just for hospitality businesses. It is not provide value to their guests.
Speaker 1:Figure out what areas of your life you can apply these concepts to and personalize it for yourself. So, now that we've explored how hospitality can transform multiple areas of your life, including work and your relationships, you might be wondering how can I cultivate more hospitality in my daily life? Well, here are a few practical tips. Practice active listening. When someone speaks, really listen. Put aside distractions. Be present in the moment and focus on what they're saying. Reflect back what you hear. This not only shows that you care, it builds trust.
Speaker 1:Second, add a personal touch. Whether it's writing a thoughtful note, remembering someone's favorite coffee order or simply asking how their day went, these small actions make people feel seen and valued. Third, create inclusive workspaces At home or work. Encourage an environment where everyone feels welcome to share their ideas and experiences. This can be as simple as arranging a regular family dinner or organizing team lunches. And finally four embrace empathy. Try to understand things from other people's perspectives.
Speaker 1:This shift in mindset can transform routine interactions into moments of genuine connection. As author, speaker and researcher Brene Brown brown once said, connection is why we're here. It is what gives purpose and meaning to our lives. By embracing hospitality, we're not only offering service, we're nurturing deep, lasting connections. So as we as we wrap up today's episode, let's revisit the key idea. Both service that provides value and genuine hospitality are valuable, but hospitality goes beyond just meeting people's needs and providing value. It creates a sense of belonging, trust and emotional connection. When we incorporate hospitality into our daily interactions, we create ripples of positive impact in our career or business and in our personal relationships.
Speaker 1:I'm going to challenge you to think about one area of your life that you can infuse a bit more hospitality. Maybe it's at work, by starting meetings with a moment of genuine check-in. Or perhaps it's in your community, by organizing a small event that brings people together. Or maybe in your relationship, by greeting your spouse in a way that truly makes them feel welcome and at home when they get home. Whatever it is, remember the power of a warm smile, a kind word and a thoughtful gesture. I'm going to leave you with one final quote by Maya Angelou. I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. That is the essence of hospitality and that is what makes it so transformative. And remember you are enough and you deserve to fill up your inner cup with happiness, confidence and self-compassion.
Speaker 1:Thank you for listening to the Sage Solutions Podcast. Your time is valuable and I'm so glad you choose to learn and grow here with me. And I'm so glad you choose to learn and grow here with me. If you haven't already, don't forget to subscribe so you don't miss out on more sage advice. One last thing the legal language. This podcast is for educational and informational purposes only. No coaching client relationship is formed. It is not intended as a substitute for the personalized advice of a physician, professional coach, psychotherapist or other qualified professional.