Q3 The Moment

Everything we do in a hospitality business ultimately benefits ‘The Moment.’ The Moment, when guest and employee meet and magic should happen. Literally everything we do in a hospitality business, both front and back of house, visible and invisible, serves The Moment. How terribly unfortunate, then, to have to observe that a very large portion of those moments completely fail?

Did you really do everything for the perfect moment?

Many of the challenges today's entrepreneur faces can ultimately be traced back to "The Moment." During "The Moment," a customer decides whether to spend more or less, and also whether or not to return to a business more often. During "The Moment," a customer feels peace, love, and happiness. Or, conversely, stress, neglect, or disinterest. During "The Moment," a customer experiences pleasant service, or the lack thereof. During "The Moment," all entrepreneurial efforts come together. The customer might have visited as a result of your marketing campaign, and the employee is in great spirits due to your excellent employer branding. 

Unfortunately, many entrepreneurs neglect ‘The Moment’ because they think they need to "save" their business elsewhere and let operations slide. So, these entrepreneurs call all their suppliers again asking if it can be cheaper. They once again trim the staff schedule and postpone necessary expenses. They rarely realize that with all these actions, they are only making things worse. It's the most common entrepreneurial mistake right now; it's like mopping with the faucet running full blast. No wonder customers don't return.

100 great things

In many companies, there's a lot of (management) attention given to a hundred major topics. Is everyone busy with the fires of the day, and do good entrepreneurs perhaps also focus on the fires of tomorrow that can be prevented? But who actually focuses on operations? Who has complete attention for ‘The Moment’? Which company has consecrated ‘The Moment’ and ensured that every effort within that company, from purchasing to cleaning to HR and reporting to cash register systems, ultimately serves the moment?

Everything you do is for The Moment

‘I’m conducting this job interview because I really want this employee to create unforgettable moments.’ ‘I’m cleaning this floor because I want my guest to experience a sparkling clean moment.’ ‘I specifically purchase this product and not that one because I believe it can contribute to an even better moment for my guest.’ ‘I work with advanced point-of-sale systems because it’s efficient and allows me to make time for my guest.’ ‘I give every employee an inspiring and very well-prepared briefing every day because I’m certain it will enhance The Moment.”. 

A modern hospitality business has only one mission: The Moment. 

Wouter Verkerk is one of the most in-demand speakers in the Hospitality and Service industry, guiding hospitality entrepreneurs and their teams throughout the Netherlands. Wouter writes columns, blogs, and books about hospitality. He developed various hospitality models, such as the ’12 Steps Hospitality Contact Plan,’ and is the founder of “Signature Hospitality.” Wouter writes independently, and when a commercial relationship exists between Wouter and his subject matter, he discloses it. He is also a proud ambassador for Unitouch.