Hala Taha

Hospitality is how you make people feel.

Hospitality is how you make people feel.

You can deliver the right product, hit the deadlines, and check every box.

You can deliver the right product, hit the deadlines, and check every box.

But if the customer feels like just another transaction, you are missing the real opportunity.

But if the customer feels like just another transaction, you are missing the real opportunity.

Hospitality is what turns a transaction into a memory.

Hospitality is what turns a transaction into a memory.

Next, look for the overlooked moments.

Next, look for the overlooked moments.

Will talked about interrogating the customer experience and identifying every single touchpoint, not just the obvious ones.

Will talked about interrogating the customer experience and identifying every single touchpoint, not just the obvious ones.

For entrepreneurs, that might be the onboarding email, the invoice, the follow-up, the handoff, the way you handle a mistake, or the last interaction someone has with your brand.

For entrepreneurs, that might be the onboarding email, the invoice, the follow-up, the handoff, the way you handle a mistake, or the last interaction someone has with your brand.

Those tiny moments are where you can stand out because most people are not paying attention to them.

Those tiny moments are where you can stand out because most people are not paying attention to them.

Finally, empower your team to care.

Finally, empower your team to care.

One of the biggest lessons from Will is that hospitality cannot just live with the founder.

One of the biggest lessons from Will is that hospitality cannot just live with the founder.