What's next in service for the hospitality industry, a culture of care: Jan Smith at TEDxTemecula
TEDx Talks・13 minutes read
The importance of care and hospitality in the service industry is highlighted through personal experiences in Maui and at the Walt Disney Company, emphasizing the need for employee engagement and creating strong customer relationships. Companies that prioritize a culture of care for employees see higher engagement, productivity, and customer retention, ultimately leading to success in the service industry.
Insights
- Observing the family in Maui emphasized the importance of caring for employees and customers in the service industry, showcasing the impact of a culture of care on all aspects of business.
- Prioritizing employee engagement and happiness, along with fostering a culture of care, can significantly enhance customer service, leading to improved productivity, retention, and ultimately, stronger customer relationships.
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Recent questions
What values are important in the service industry?
Care, hospitality, and relationships are crucial.
How can employees in the service industry enhance customer service?
By engaging with customers and creating relationships.
What career opportunities are available in the service industry?
Numerous job opportunities with significant growth.
Why is employee engagement crucial in the service industry?
Disengaged employees can lead to poor customer service.
How can a culture of care impact the success of a service organization?
It can lead to higher employee engagement, productivity, and customer relationships.
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Summary
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"Culture of Care in Service Industry"
- The narrator, fresh out of high school, traveled to Maui, Hawaii, and stayed with a hospitable family that embodied the essence of Ohana, caring for family and guests.
- Witnessing the family's culture of care and hospitality, the narrator learned the importance of these values in the service industry.
- The family's care extended to all aspects of their lives, including work, community, and relationships, emphasizing the significance of caring for employees to enhance customer service.
- Reflecting on a negative service experience at a restaurant, the narrator highlighted the importance of engaging with customers and creating relationships in the service industry.
- Drawing from experiences at the Walt Disney Company, the narrator emphasized the need for employees in the service industry to embody a culture of care and professionalism.
- The hospitality and service industry offers numerous job opportunities, with significant growth projected, making it an attractive career choice for many.
- Employee engagement and happiness are crucial in the service industry, as disengaged employees can lead to poor customer service and retention.
- Companies that prioritize a culture of care experience higher employee engagement, productivity, and retention, ultimately leading to stronger customer relationships.
- A local service organization's success story exemplified the positive impact of valuing employees, leading to recognition as the top clinic in the nation, showcasing the effectiveness of a culture of care in changing the service industry.
