Episode 354 – Minisode – The Grocery Store


This minisode discusses the concept of The Hospitality Mentality within organizations through a real-life scenario at a grocery store. Matt recounts a positive interaction with a cashier, who engaged in conversation with him and offered a better deal on blueberries. However, the interaction turned sour when Renee’s manager interrupted to discuss watering plants, disrupting the positive atmosphere.

Matt and Josh dissect the incident, emphasizing the importance of coaching team members while keeping them accountable without compromising guest experiences. They stress that The Hospitality Mentality should extend to all employees, regardless of their position within the organization. Their discussion concludes with reflections on the significance of tasks typically out of guests’ view and the importance of managers prioritizing guest interactions over administrative tasks.

We want to hear from you!  How can leaders ensure they don’t disrupt a guest experience in action?  Let us know by chiming in on LinkedIn, X, Facebook, or Instagram.

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