I have always been grateful that I chose to go into the service industry. I entered the hospitality industry very pragmatically recognizing that almost 60% of the workforce at that time were employed in the service industry. I figured would never have trouble finding a job. Little did I know where that would lead me. I grew up with parents who taught me how important it was to be hospitable and how much I could affect someone’s experience with good service. In school, I quickly recognized how an experience can change with the benefit of a service minded approach.
Fast forward to today, I just read a book by a fellow alumnus, Will Guidara, called Unreasonable Hospitality. This book captures the essence of what I believe is so wonderful about hospitality: the recognition of the art of the service business and how this skill can be learned, taught, and manifested. On reflection, I’m drawing connections to how we, as consultants who offer a service to others, can be mindful of the things that make our own industry so wonderful to experience.
Guidara, who was the co-founder of 11 Madison Park in New York City, tells several stories about how customers in his restaurant were touched by great service moments. It gave me pause to think of creative ways that we, in design consulting, could provide better service to our clients by being intentional with our hospitality.
We are in a position to recognize that we are in the service industry and how to impart a service mentality in the work we do. We can do simple things like writing an email that not only responds to the questions posed, but also looks to map out future steps to keep the project moving forward. The result should be fewer emails to follow. By offering to send an email for an architect (in lieu of asking them to send the email) you are providing a service that takes something off their plate. Practicing hospitality is a service that a business chooses to make a priority – or ignore. The beauty of hospitality is that it is free, it doesn’t cost anything; it’s a choice.
For those of us who work directly with owners and end users of the spaces we design, there are several ways we already work to be in service. We offer to perform surveys and meetings in off-peak hours when kitchens are slower. But what more can we do? I recognize that firms are offering more turn-key one-stop shopping, which can include purchasing and distribution. This is a critical distinction between the service that a consultant offers over a dealer/distributor. Consultants can truly focus on the service of design and consulting as our core business. Let’s make sure we are focusing on the service aspects of what we do.
In many ways, hospitality is more than just a service, it’s a gift that we can offer one another. If we can “gift” an improved experience to a client, a small way of making their lives easier, to me it is a no-brainer, and a great way to provide a more memorable design consulting experience.
Laura Lentz FCSI is design principal with Culinary Advisors in Maryland and a Foodservice Consultant columnist.
