First Impressions While You Wait
Two days. Two healthcare facilities. Two vastly different experiences. On day one, I accompanied my wife to a new(ish) provider in a clinic I’d never been to before. She was undergoing a minor procedure, but...
Category: Guest Services
How Does a Hospitable Culture Apply to Our Facilities?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
First-Time Guest Bags: a Q&A
The recent posts on our First-Time Guest bags and our redesigned First-Time Guest cups have sparked a few further questions via email, text, and social media. It’s giving me flashbacks of fourth grade Danny, who...
What’s Your $2 Hot Dog?
One of my favorite books is Will Guidara’s Unreasonable Hospitality, and one of my favorite stories from the book is the tale of the $2 hot dog. If you’ve heard a podcast, read an article,...
First-Time Guest Bags: Why They Matter (and What We Use)
This is an updated version of a previous post. For several years now we’ve handed out a small gift bag to all of our first-time guests (FTGs). There are three reasons why we do it,...
How Does a Hospitable Culture Apply to the Front Desk?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
Why We Changed Our First-Time Guest Gift
I’m a long-time believer in first-time guest gifts. They’re an easy way to say thank you to a guest for trusting you with their time. But a few years back, I became convinced that our...
How Does a Hospitable Culture Apply to an Election Season?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
Walk Slowly Through the Crowd
I am not known for being a slow walker. I always go at the pace of a man who has either lost sight of the neighborhood ice cream truck or is being chased by a...
Seven Bucks Can Change a Life
I’ve written before about the importance of a rainy day team: that stalwart group of volunteers who will pull on their galoshes (do we still say galoshes? Discuss.), zip up their rain jacket, and grab...
