Defining Hospitality | A Better Version Of Yourself - John DiJulius

A Better Version Of Yourself - John DiJulius - Episode # 032

December 17, 2021 / 01:06:24/E32

John DiJulius, President of the DiJulius Group, started his enterperinaul career operating a hair salon with his wife in Cleveland. Now, he is an international consultant, working with companies like the Ritz-Carlton. He’s the author of many books, including the must read “Customer Service Revolution.” John joins host Dan Ryan to talk about his views on #hospitality and what it all means to him.

Takeaways:

There are 10 rules to follow when it comes to customer service and making sure you provide a world class experience.
Hospitality is the emotional warmth that you get from someone. It’s not just contained to hotels and restaurants but applies in all aspects of life.
The hospitality aptitude is a person's ability to recognize, meet and exceed customers expectations regardless of the circumstances.
Hospitality can be defined by the five E’s; enthusiastic greeting, ear to ear smile, eye contact, engaged, and educate.
You want to be excited to have new clients or new guests at your hotel or restaurant. Excitement shows that you are and are interested in them.
There’s a gift in every conversation if you’re paying attention to it. You listen to what the other person is saying and send them a follow up, just to let them know you heard them.
F.O.R.D - Family, Occupation, Recreation, and Dreams. These are great ways to get to know someone and communicate with them.
John looks forward to the future where technology becomes better and better and makes all of our lives easier.

Quote of the Show:

5:50 “I don't believe hospitality is an industry. I believe it's a piece of the experience every company should deliver. I think PricewaterhouseCoopers, lawyers, whatever industry manufacturing, we should be in the hospitality business, all of us that happens to have really smart lawyers, accountants, widget makers, whatever that means. I really believe it and how I define hospitality is, it's a feeling you give me. Ideally it's an emotional warmth, but it's emotional.”

Links: