103: HOSPITALITY, ERIN MORAN'S OPINION

The Sixth Pillar of Success is about culture and hospitality. We know our listeners appreciate hearing from an authority on hospitality and culture. Erin Moran is that voice. She is Director of Dr Grasmick's Leadership Institute at Towson University weighs in with her definition of hospitality and good culture. She has been part of Union Square Hospitality Group, and Great Places to Work.

She holds a unique perspective on hiring and retaining staff, of how a good culture supports the bottom line, and how your businesses future is tied to a good work environment -- good for the staff and good for the customers. She references the Trust Index from Great Places to Work.

Gain some perspective on your own business by listening in and asking if you are doing your best for your team, for your guests, and therefore for yourself. 

Our series of episodes are designed to share the Six Pillars Program are followed by episodes which illustrate each pillar. Future episodes will reference Six Pillars Program, and why it's important to have a clear strategy to improve your business. 

103: HOSPITALITY, ERIN MORAN'S OPINION

102: SIXTH PILLAR OF BUSINESS SUCCESS

Here we are, the last pillar in the Six Pillars of a Successful Business: hospitality. It’s subtitle is “what are the ways to attract guests to your place, in the first place… then, what are they ways to invite them back, over and over and over again!!!

BUT WAIT…. but before we get there, I’m going to tuck in this teensy refresher. This little refresher will help you get centered before we dive into THAT LAST PILLAR,…. the Sixth Pillar — the outwardly focused pillar, the pillar about Hospitality.

First Pillar is your brand, and your strategy. What is your concept, and how niche is your niche.

Second pillar is your Financial Stability. How sound is your financial picture. 

Third Pillar is your operations— how tidy are your systems in the back of house  (Like a prep list, like daily inventory checks, like portion controls, like plating checks, and daily quality checks on your line)

Fourth pillar is your Product Quality. By that I mean, in the options of your niche business, how can your brand compare to others in the level of quality. 

Fifth Pillar is Avenue of Distribution.  By this I mean How many paths have you created to gather revenue. How many revenue streams as possible.

Now, The Six Pillar is summed up in a word: Hospitality. Here we are focused solely and completely on the OUTWARD experience of your niche biz. 

Hospitality and customer experience are so tied to the human condition because they involve human interactions, emotions, and the need for connection. In today's highly digitized world, the human touch is becoming even more valuable and essential in creating memorable experiences that guests crave.

Hospitality needs to be put into context, into actionable steps as an owner, which will unfold in upcoming episodes.

Don't hesitate to reach out if you see a need, have a recommendation for a business, or need wisdom for your business. Remember, reviews help our podcast be found by others who care about independent restaurants. 

Thanks for listening. 

102: SiXTH PILLAR OF BUSINESS SUCCESS