Capture the Heart of the Customer, part IV

Last time we discussed seeing our customers as guests as a way of transforming the way we and our organization serves them.  But there is even a deeper still method of seeing customers than simply as guests.

Seeing them as angels.  

I know, weird huh?  But consider this, there is a Scripture that supports this idea:


Don’t forget to show hospitality to strangers, for some who have done this have entertained angels without realizing it! Hebrews 13:2, NLT

For those of us who are people of faith, we know there are Angels all around us, we just don’t know who they are.  We know they can take the form of and look perfectly human. This Scripture alludes to the idea that Angels could be visiting us where we live and work.  Every once in a while, that customer might just be an actual Angel. 

I know what you’re thinking: “John, I know my customers and trust me, they’re not Angels!”

Fair enough.  But consider this question:

What would you do, what would you say, and how would you act if you knew that one of your customers you come in contact with today was an Angel—you just don’t know which one?

My guess here’s what would happen:

  • There would be a heightened sense of awareness and excitement
  • You and your team would prepare accordingly
  • You would want to make sure your guests were taken care of…. you would cater to their every need
  • Everyone would be on the top of their game.
  • You would want to capture their heart more than their money. 

Capture the heart of the customer requires a way of seeing them in a different light.  Seeing them as Angels is just the light we need.

Capture the Heart of the Customer is a seminar that has made an impact on thousands of hospitality workers and organizations with a desire to serve. 


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