Photo credit: Eli Christman. Long before the crisis the world finds itself in now, the hospitality industry and really most service industries in general, seemed to have forgotten that the term “customer service” actually means “to serve the needs of the customer." Service providers and customers alike had forgotten that we’re all human, and thus everyone became a mere number.
Photo credit: Olgierd Rudak. The ability for your business to pivot, be flexible and adaptable with your business model, and embrace technology will be keys not only to surviving the current crisis, but for thriving in the future and crisis-proofing your business.
Brick-and-mortar companies whose model is showing-up-to-shop, showing-up-to-eat, or reporting-to-an-office are all being faced with the survival challenge of a lifetime. Some are adopting hastily-crafted plans for delivery, curb-side pickup or online ecommerce, and then