Ho‘okipa Coaching of the Day – Deliver on the Promise
Ho‘okipa (the hospitality of complete giving) will help us define the achievement we must attain to satisfy our guests and our customers.
—from Managing with Aloha
What does your customer dream about?
Business 101 teaches us to give customers what they want: Choose the right product or service, one that the market demands with enough regularity to reward you with profits if you become the supplier of choice.
Assuming you’ve done that in the creation of your business, Managing with Aloha incorporates the art of Ho‘okipa to achieve a service and product delivery that is unparalleled in the dreams of your customers, turning them into loyal customers for life. When people feel they have experienced the ultimate in good service and in hospitality, they return for more of it time and again.
In my book I mention Sam Ainslie, then my boss at the Hualalai Resort and someone I still think of as a mentor. Sam used to ask us constantly, “Do we deliver on the promise?” The promise meant the customer’s dream, and our confidence that they could make it come true with our partnership. In our place of work then, we truly thought of the promise as The Promised Land: Hualalai as the gracious, aloha-transformational Hawai‘i of the customer’s dream — what did they expect to find when they came to us, and were we delivering it to them?
What is The Promise in the dreams of your customers?
Where are you in that dream as Mea Ho‘okipa?
Photo credit.
Mea Ho‘okipa = you as customer service provider
About the embedded links I chose in this Coaching of the Day:
- in the creation of your business. If you are an entrepreneur, especially one working from home, I highly recommend you add Success From the Nest by Tony D. Clark to your website reading list (About Tony and his website). The link I chose goes to an article he wrote on his three musts for what I have referred to as Business 101.
- the art of Ho‘okipa goes to my value-of-the-month essay for July 2007 on Ho‘okipa.
- and in hospitality, refers to an article I had written on Talking Story sharing Danny Meyer’s coaching on the difference between service and hospitality. His words are a must read if you have not yet seen it. I share more about Danny Meyer, who has been called “America’s Most Innovative Restaurateur” in this book review done for Joyful Jubilant Learning.
- this Sam Ainslie link will take you to an interview Sam did in 2002 with Paul Spencer Sochaczewski of Golf Vacations magazine. It starts; “ ‘I've lived a dream,’ Sam Ainslie says. You might call it a charmed life. Everything he touches seems to go well.” Today Sam runs Kūki‘o.
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