Richard Mitchell’s Post

In business, it's not just about what we do, but how we make people feel. Whether you call it the Experience Economy or the Hospitality Economy, it all comes down to one thing: creating value by putting people at the center. In a lifetime, we may only remember 100 days—some good, some bad. Our job is to ensure we are part of one of those good days. It’s about going beyond the expected, delivering unreasonable hospitality, and turning moments into lasting memories. This is how we build loyalty, trust, and long-term growth. #UnreasonableHospitality #CustomerExperience #HumanCentric

It's about how the user feels about your product, not the money or revenue you need to generate. The #CLIENTEXPERIENCE must make users feel seen, heard, and valued. Your current operations and resistance to change will only lead to your next downfall. #INNOVATE we are in a #DIGITALAGE now, and it's #INEVITABLE!

In the migration industry, while expertise is essential, the real impact comes from building trust and making people feel supported, heard, and valued. The journey becomes more meaningful, not just for the outcome, but for the experience itself. #MigrationJourney #ClientTrust #EmotionalConnection #PermanentResidency #MigrationIndustry #QualityService

Wish the new “online everything” culture of most businesses and education understood this and stopped relegating customer/tech service to bots and AI, it’s wholly frustrating to see the human interaction element being removed, the same with the grocery stores and the self-service checkout system… going to the grocery store used to be the next best thing to going to an actual outdoor market… you got to know your butcher, the server in the deli and bakery and your cashiers, those service people also knew where you could find the items you were searching for… even personal shoppers like those on Instacart or DoorDash or UberEats have no concept of this, quite often you never get what you order because they don’t double-check the order or have no idea where to find the items you ordered or even how to select fresh produce or edible items. It’s simple things like this that drive so many to frustration and drive them to become more hermit-like.

How do you make your clients feel?

[#Hospitality] Why hospitality matters more than ever ? Because hospitality isn’t just a job—it’s a superpower! As Will Guidara beautifully explains, the raison d'être of hospitality is all about making people feel seen, valued, and truly welcomed. It's about creating those unforgettable moments that make guests feel like they’re more than just customers—they’re part of something special. And we saw this magic in action during the 2024 Paris Olympics! 🌟 With the eyes of the world on us, we saw how powerful a warm greeting and a few words in English could be. Professionals who could speak even a little English weren’t just serving meals or checking in guests—they were building bridges. 🤝 From the hotel front desks to bustling cafés, those who spoke English gave visitors a taste of Paris that was warmer, friendlier, and more personal. These small connections had a huge impact. ☀️ But here's the thing. This isn't just about tourism or hospitality industry. Whether you run a business, manage a team, or work in retail, mastering the art of hospitality is your secret weapon. ⏩Every handshake, every hello, every heartwarming smile and YES, even a few words in English can turn a regular transaction into a memorable experience. 💡The lesson from Paris 2024 games? Connection is EVERYTHING. And when you add in a bit of English, you’re opening your doors to the world. Whether it’s for tourists, business partners, or global clients, a warm welcome goes beyond language—it’s about building relationships that MATTER. So let's remember: hospitality is more than just good service, it's about people connection, and the simple yet powerful act of making someone feel at home. #Masterhospitality #Customerconnection #LearnEnglish #Customersatisfaction

To make people feel seen, to give them a sense of belonging. "Unreasonable hospitality." So called soft skills in business are indeed "ingredients in the recipe of human connection" and are the basis for building relationships and trust. Working with other people is only about relationships. Maybe everyone, no matter their position or function should adopt a service mentality and try to inject some "unreasonable hospitality". I love it.

A director recently inquired as to how I would collaborate with highly educated engineers who are accustomed to thinking, talking, and working within their engineering domain. In essence, Will Guidara presents a solution, which he refers to as "unreasonable hospitality." It is crucial to ensure that all individuals feel valued, recognised, and their contributions are heard, regardless of their role or the industry in question. This approach is effective for project managers, change managers, and as a way of conducting oneself in general. 

The power of connection…

Order Vs. Chaos "If anything can go wrong, it will!" Chaos emerges in subtle forms like when you sing a practiced song in front of friends at a party; but then, somehow, the singular attention of everyone renders you overly conscious and makes you forget the lyrics of one line… Then, an embarrassing silence grips the gathering… and you, the singer entertainer of the moment begins to panic. Inside at first, and then it manifests in your voice … then, you begin to stutter, and your face pales... then reddens with embarrassment… and suddenly, you feel like you must run for shelter away from the crowd. This happens very quickly; maybe15 seconds at the most! But to you, it is an eternity! That shame and pain of the moment! And this is nothing but a line forgotten! And it could have been just as fun… and still entertaining to your friends. But then, you promised to yourself that this will be the last time you will ever stand in front of a crowd… ever. This is how chaos can strike and devastate a well-meaning you! Chaos emerges when suddenly and unexpectedly, your company folds and announces mass lay-offs that include you! And more chaos emerges when a few weeks after this sad news, a pandemic like Covid 19 happens and companies around you stop operating and hiring people. Chaos emerges when your car breaks down on your way to the airport trying to catch a flight. And so, you blame the universe and the Power that you think should hold it together for you... and other good people, like you! But as the laws of Physics would have it, chaos and disorder are the default modes of the universe, itself. When we accept this reality, we begin to see the world in a new refreshing light. We see chaos and disorder; but we pay attention to the elements, events & processes that cause & contribute to their prevalence. Then, we take responsibility and attack it with sustained attention, effort and intensity… until we tame it; until we find its solution. Then, the problem ceases to exist; at least, from our visible frame of reference. This is what happens to problems that are solved: the present disorder and unpredictability stops; and the discomfort and suffering are then relegated into the realm of order and managed comfort! This is why we often regard the status quo as our friend! We were lulled into believing that preserving the status quo will preserve these moments of bliss and we overlook those tiny signals of neglect which were the subtle warnings of Entropic decay manifesting themselves before us. Why? Because we enjoyed the relative peace of the moment. And we eventually forget that creating that precious peace needed deliberate effort; and that any system of order when left untended will decay back toward chaos and disorder. Shelf-life, obsolescence, fail-points, decay, and demise! These are the unbridled destinies of all material things. No wonder Andy Grove of INTEL said this: “Only the paranoid survives!” Like and follow if you agree.