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Bend Over Backwards For Your Customers

How to adopt a hospitality mentality within your organization.

Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover.

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Top Takeaways:

  • You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.
  • Kim defines the hospitality mentality in three words, “Anything, most friendly.” This means that you are going to do anything for your guest in the most friendly atmosphere, all of the time.
  • 90% of a good customer experience is about your attitude. If you have a quality product, a fair price, and good service, the only missing piece is a good attitude.
  • Not everything goes well all the time, but how you handle that situation greatly affects the customer experience and their desire to come back.
  • When hiring new employees, Kim looks at the way people carry themselves, their mindset, and their trainability. Experience doesn’t matter as much, because they’re going to train people the way they want to, regardless.
  • Your mission statement should only be three words. For The Pasta House, Kim created the mission statement, “Bend Over Backward”, or B.O.B. Every year, Kim creates B.O.B goals around this mission and rewards employees for a job well done.


  • “The most important part of the hospitality mentality is your attitude.” – Kim Tucci
  • “Having the right attitude allows you to turn a bad situation into an opportunity.” – Kim Tucci
  • “The better your training, the lower your turnover” – Kim Tucci
  • “If you hire friendly managers, they hire friendly people.” – Kim Tucci
  • “When you hire good people and train them to be better, they stay with you longer.” – Kim Tucci
  • “If you don’t suggest items that enhance the experience, you are doing your customers a disservice.” – Kim Tucci


Kim Tucci, a local legend in St. Louis, Missouri, has been in the restaurant business for 45 years. Before moving into the restaurant industry, he was a teacher for 13 years. His experiences as a waiter and Maitre d’ at a five-star Italian restaurant paved the way for his current occupation. Today, Kim owns a well-known restaurant chain in St. Louis called The Pasta House.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is the hospitality mentality?
  2. How can you exceed your customers’ expectations?
  3. How do you hire good people?
  4. How can you lower employee turnover?
  5. How do you create a company mission statement?

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