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The Hospitality Mentality

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond

Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world.

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Top Takeaways:

  • Don’t make the mistake of caring more about money than customer service. Focus on customer service and the money will follow.
  • The first step to creating an amazing experience is raising your brand standards. Define the standards for your business and focus on improving your operations to meet and exceed your customers’ expectations.
  • Ask yourself what you can do to make your customers feel special and elevate the experience they have with you. Note: The answer doesn’t have to be expensive or time-consuming to be effective.
  • Find ways to personalize your customers’ experience. Customization can go a long way toward satisfaction and amazement.
  • Providing good customer service can be some of your most powerful marketing.
  • Invest in your team members; make them feel important and like they’re part of the process. When building your team, find people who genuinely care and are willing to go above and beyond.
  • Reviews are hugely important for any and every business. Create a great experience first and foremost, but don’t expect that to be enough to encourage customers to write good reviews.


“If you want to be amazing and take your business to the next level, get a team that actually cares, a team that will go above and beyond.” – Rupesh Patel

“Being amazing is about taking that one extra step in everything you do.” – Rupesh Patel

“At the end of the day, how you make your team feel and how they feel about their job is huge.” – Rupesh Patel


Rupesh Patel is a hotel owner/operator and the founder of He has over 20 years of experience and has held titles such as entrepreneur, investor, business consultant and more.

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. How can I create an amazing customer service experience?
  2. How do I define my brand standards?
  3. What strategies can get customers to write positive reviews?
  4. How do I avoid bad customer reviews?
  5. How can I make my customers feel special?

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