Casauri is not only in the bag business, we are in the hospitality business, because we cater to our guests, i.e., customers. I am looking at Casauri through the broad prism of hospitality since this semester I am teaching Introduction to Hospitality at my local state college. I love this subject as it deals with all those warm and fuzzy soft skills that we all need to be successful, but are rarely taught in school. So I am thrilled to have the opportunity to do that and to share unique insights with my students on this topic.
Soft skills are also known as interpersonal skills. The ability to interact well with people and to be considerate of their needs and comfort. Hospitality and being hospitable does not only apply to the expected venues of hotels, restaurants, and transportation, but also to any business that interacts with the public. It is incumbent upon the business owner, or the “host” to be hospitable and make their “guests” (customers) feel welcome at all times.
So how do we make our customers feel welcome? There are many ways to do this. One important way is by interacting with them and letting them know that you value their opinion and feedback. By so doing, one pays the respect of listening and internalizing the information received so as to offer a better product or service that will encourage customers to not only come back to you, but refer their family and friends.
It has been said that people are more likely to share negative experiences than positive ones. Hence, the effect of a negative experience can be multiplied and compounded several times over. It is unavoidable that during the course of business things may occasionally go wrong, but the key rests in how well the matter is resolved. That is the basis upon which service is most often judged from the customer’s perspective; how a problem is fixed vs. what went wrong. This creates the wonderful opportunity to turn a potentially negative situation into a positive one.
Hospitality involves basic consideration for others. Exceptional hospitality goes above and beyond to insure a satisfied customer, even if it costs a little extra in the short term. In the end, that customer will thank you by coming back again and again. It is the long term approach which is the bedrock of hospitality; knowing the goal is to have a customer for life, not just for one isolated purchase. This is the type of thinking which has created the Casauri household.