How do you know that you are in the right business? When are you most happy at work? I’m sure many of you think about this all of the time. But what experiences really validate those feelings?
I have had the pleasure in my career of going through many types of training: Advanced Leadership, Strategic Leadership, Sales, Lean Six Sigma, Coaching, etc. …all of which were great and I incorporated them into my life…but I always think about how delivering great guest experiences makes me happy and how that training was the most rewarding. But why and how do I know it? Is it in my core being to serve others? Is delivering great hospitality rewarding in and of itself? Probably all of that…but here is when I truly realized that I am indeed in the right business:
A Coffee Bar That Defined My Purpose in Hospitality
Many years ago (and I won’t tell you how long), I had the privilege of leading a team at a very large food service operation at an investment banking company client location in NYC. We had a very successful coffee bar in a very small footprint. Every morning, we would have a line of customers more than 40+ deep. We could not even put another employee behind the counter to help, but we were super-fast as our customers were loyal and consistent.
Why a Great Guest Experience Creates Lasting Impact
Occasionally, I would jump behind the counter and help take orders and serve our guests to speed things up. The average transaction was 10 seconds and no more than 30 seconds. My goal each time, and with each customer, was to provide a quicker service, acknowledge their loyalty, appreciate their business and coax out a smile in their hectic NYC morning. I’d like to think that I was pretty successful in motivating the team and having some fun with our customers.
But, as I think about that experience and that little bit of effort, I realize that I was getting more out of the customer (and team) interaction then they received. Yes!, they smiled, but I left those few minutes grinning from ear to ear, feeling energized and ready to take on the day…I’m definitely in the right industry. It is people, our guests and our teams, that make our business so rewarding and ultimately why we are here.
Turning Small Interactions Into Big Results
In a world where efficiency and technology often dominate, it is easy to overlook the importance of human connection. Yet those quick, everyday interactions truly define your brand.
A guest who feels seen and valued is far more likely to return, recommend your business, and remember your people. That is why focusing on the guest experience is not just a “nice to have.” It is a strategic advantage.
Encourage your team to:
- Personalize each guest interaction, even in brief moments.
- Acknowledge loyalty with genuine appreciation.
- Engage with warmth and authenticity, no matter how fast-paced the service.
These small habits compound into stronger culture, happier employees, and more loyal guests
Why We Are in the Right Business
At its core, hospitality is about people. The guest experience is not just about transactions; it is about relationships, empathy, and human connection. Those 30-second moments behind the counter in New York taught me that joy in service comes from the exchange itself.
When we focus on creating positive guest experiences, we not only improve business outcomes but also find deeper satisfaction in what we do every day.
