“Seek first to understand, then to be understood”, Stephen Covey’s habit #5 from his book, The 7 Habits of Highly Effective People.
The gift of this trip to Seoul was further expanded with the gifts of hospitality and welcome received from my new daughter’s father and mother. Meeting for the first time with sensitivity to each other and a desire to understand each other’s culture created the basis for both the start of a new family relationship and a warm international fellowship. At the heart of the experience was the respect for and care of each family member. This is the glue of a family as it is a community.
My new daughter’s father and brother made a special trip back into Seoul by train, interrupting their Lunar holiday celebration, just to meet us. This gesture was a sincere expression of welcome and respect. Each family member was given a place of honor in this simple act. We had dinner together, exchanged gifts and conversation, continued on to another venue where the family group was joined by special friends, and finished the evening singing at yet another venue. No one was left behind as we moved together from place to place in a show of solidarity. Everyone belonged. We were family. We felt special! Our hearts opened wide with joy and gratitude.
That feeling is what delivering a “wow” experience in hospitality is meant to create.
Do the guests at your hotel or restaurant have a “wow” experience?
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