Creating An Elevated Environment: Think People, Not Events

We are continuing the series on creating an elevated hospitality environment.  Check out the rest of the posts in the series on Creating An Elevated Environment.

As an event planner or business leader in the hospitality industry it can be easy to get in task mode and forget the whole reason we do what we do is for the people. It is important that we think people, not events. We have to remember that people don’t do business with businesses, they do business with people. A great way to put this into practice is to use the 30/30 Principle. This means to spend time before and after an event talking to and spending time with the people involved. The 30 minutes before and after an event are the most important times. By using the 30/30 Principle you will build relationships that can propel you forward in your business.

One of the things you can do as the owner is to build a team of people that can facilitate the event so that you have time to be with people. What does it mean to “be with people”? Talk, ask questions, ease their fears, and help to calm their anxieties. Ask them about themselves and the event and most importantly, listen. Make them feel important and valued, use a firm handshake and use great eye contact.  

Who are the people you need to spend time with before and after an event? There are 3 main people you need to make sure you touch. The first is the person paying the bill. It’s important to make them feel like they are getting the most out of the experience and that they see the value that you bring to the table. Second, you need to make sure you interact with the people planning the event. Giving them time to talk about the event and what you can do to make it go smoothly will calm them and give them a sense that you are on their side. Lastly, you want to try to touch whomever is being honored at the event. Whether it be someone celebrating a birthday, wedding, bar mitzvah, whatever it is you want them to feel like they are the top priority. It can be overwhelming for some people to have so much attention, but the more you can customize their experience and calm their fears the better it will be for everyone.

Talk to the venue staff. Help them feel valued. You should also make a point to speak to the other vendors: band, florist, rental company, bartender, etc. Love on them, make sure they get food, do whatever you can to make it easier on them. Let them know they are doing a good job. If they have a great experience with you as the caterer, they are more likely to refer other people to you in the future. Talk to the guests that arrive early or are there during clean up.  They will remember you next time they have an event they need catered!  

By spending time with people 30 minutes before and 30 minutes after an event, you will create an environment of peace and comfort for all the people involved and build relationships that will help your business grow.  You want to make each person feel like they are the only one in the room.  This is a great chance to give out your business card and ask them to call if they need anything at all.  If you can get their information, follow up in a week and see if there is anything you can do for them.  Remember people are the most important part of the hospitality business and if you make a positive impression there’s no telling how much of an impact that will make on those around you and how far your business will grow.

I would love to answer any questions you may have.

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