None of us can make the life-changing impact we hope to make if we only interact with guests or customers once. We need engagement over time with them in order to garner influence. We MUST crack the code on how to keep them coming back. In this episode, Jason Young shares with Jenni how hospitality and culture allow us to create the connection with guests that creates trust and loyalty and leads to the “Come Back Effect.”
You’ll find out:
- the difference between service and hospitality
- why how you treat your employees affects your customers
- why your guests’ feelings matter
- how to align your expectations with what you model for your team
- the importance of removing obstacles for your guests
- why agility and flexibility matter
Using his experience working with Life.Church, North Point Ministries, Chick-fil-A along with others, Jason helps organizations grow their leaders, deliver remarkable hospitality, and give guests a reason to stay connected. He is the author of 4 books, including The Come Back Effect: How Hospitality Can Compel Your Guests to Return. Much of what he does today was inspired by watching his mom care for patients and how his dad prioritized customers. Jason watched how they helped each person feel seen, listened to, and valued. He learned that remarkable moments give people permission to positively remark about their experiences.
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Keep leading well,
Jenni Catron and The 4Sight Group
Jenni Catron is a writer, speaker, and leadership coach who consults churches and non-profits to help them lead from their extraordinary best. She speaks at conferences and churches nationwide, seeking to help others develop their leadership gifts and lead confidently. As Founder and CEO of The 4Sight Group, she consults with individuals and teams on leadership and organizational health.
Jenni is the author of several books, including Clout: Discover and Unleash Your God-Given Influence and The 4 Dimensions of Extraordinary Leadership.