Although our friends in the hospitality sector have faced the hardest hammering since the corona virus pandemic has started, they’ve shown a level of resilience all companies should admire.
They’ve pivoted their business models the most, found inventive ways to survive, and in some cases even thrived amidst what are extremely trying times.
The most successful players in the industry also provide some of the best examples of something every business needs to pay attention to – customer service.
If you’ve been to a restaurant and enjoyed a great meal with exceptional attentiveness you’re likely to return and tell your friends about it. On the other hand if you had a bad or average experience then you’re less likely to refer them, and you do say anything it won’t be flattering.
All business relies on some level of customer service, and the code the hospitality industry adheres to is the same across any field of commerce. Get it right and you’ll survive and thrive, no matter what the external circumstances.
As an insight the latest Axios Harris Poll, a survey on perceptions of the 100 most visible American companies, found the most reputable are those that have played a vital role during the corona virus pandemic. On the flip side those with the worst reputations have been mired in scandal and tend to not have the public’s trust.
Apart from continuing to support our bars, cafes and restaurants during these difficult times perhaps we should take a leaf from their management book as well.
Director - Zakazukha
Zakazukha was founded by Bruce Nelson, an experienced marketing professional who has provided strategic communications and pubic relations advice since 1987.
He has assisted with marketing and communication campaigns to a wide range of businesses including QANTAS Airways, the NSW and Queensland State Governments and numerous private and publicly listed companies, and has consulted to a number of well-known public relations firms.
Bruce has also worked extensively in the Indigenous and ethnic media sectors in remote, regional and capital city markets.
He has lectured at both Bond and Griffith Universities in public relations, communications and journalism courses and holds a Graduate Diploma in Journalism and a Masters of Arts in Mass Communications and Journalism.