Serving Up Elevated Customer Experiences with Michael Cecchi-Azzolina

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

1. What is hospitality mentality? 
2. What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? 
3. Why is emotional connection important in business? 
4. What lessons can businesses learn from the hospitality industry? 
5. How can businesses identify candidates with a natural aptitude for delivering exceptional customer service?

Top Takeaways

• The “hospitality mentality” is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer’s experience from good to amazing.  

• Customer service is not just about technical execution. Customers resonate with the “soft side” of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.  

• An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer’s emotional needs, you can generate repeat business and nurture loyalty within your customer base. 

• Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.   

• Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience. 

• Kindness can be the golden rule in any industry. It’s a simple yet overlooked way to enhance customer and employee interactions and build loyalty.  

• Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team’s performance. It improves employee morale and connects with customers, making everyone feel appreciated and special. 

• Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in!

Quotes:

“If you’ve worked in a restaurant, you can work anywhere.” 

“Don’t just hire based on a resume. A resume might show experience and skill. But it takes a truly special person to understand real hospitality and connect person to person.” 

“It’s all about the hospitality. People want to be acknowledged. They want to be treated kindly, connected, and remembered.”

“Be kind. Be nice. If you start with that, you’re in a winning position.” 

About:

Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi’s Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D’. 

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