It pays to be nice…

March 18, 2014 | Hospitality
By Guy Woodbury

It pays to be nice…

Hospitality
By Guy Woodbury
It pays to be nice…

The hospitality industry is replete with complex customer service training programs, procedures and strategies. I certainly endorse many of the concepts they teach. But there is a basic principal that is most important in hospitality—perhaps assumed by professional trainers—but too often forgotten in practice.

“Simply put, it pays to be nice! Being nice to guests, co-workers, managers, vendors comes to mind first.”

Simply put, it pays to be nice! Being nice to guests, co-workers, managers, vendors comes to mind first. But these skills are actually learned by being nice to your family, your neighbor, the checker at the grocery store…basically everyone. Short term gains from stern or rude behavior are overwhelmed in the long run by the benefits of being nice. Consistent niceness is largely a personality trait that is habitual and is crafted by years of behavior in all circumstances, not a trained skill for a particular job. While optimal execution at our hotels definitely requires training, the most crucial quality to our success is already inherent in the people we ask to join our team. I’m grateful that Woodbury Corporation hotels employ some of the most talented people in the industry. But the perhaps their greatest quality is that they are genuinely nice. That simple fact is the foundation of service culture.