A Great Hospitality Example
By Isaac French
I’m writing this from 30,000 feet, en route to the Netherlands. Just have something short today — and I apologize it’s a little later than usual.
A few months back, a friend of mine read a short article about a unique garden-to-table restaurant outside Cape Town, called Crofter’s Kitchen.
The video on the home page was captivating. I’m a huge fan of excellent brand videos like this, whether it’s for a restaurant, hotel, horse riding guide service — or any other kind of business, honestly.
And the photos were equally stunning.
Sufficiently sold by the website, I decided to reserve a table for 5 (our friends would be joining us).
It’s a good thing I found it then, as it books out months. I was able to secure a spot for lunch on the day we were scheduled to fly out.
So finally, today, the time came. We got up early this morning and left our Airbnb in Wilderness, SA. It’s a 5 1/2 hr drive, but as we went, roadwork and other traffic slowed us down. Then our friends had to cancel.
I shot off a few emails to the restaurant, informing them of the delays and reducing the reservation from 5 to 2. Then I had to push it out even further, as our GPS kept bumping us back.
Not knowing exactly what to expect, I was a bit surprised when the GPS took us into a residential area, and then up a steep driveway to a gate. It magically opened. We were an hour late, and I was a little stressed about our tardiness, and feeling quite worn out.
A minute later, we pulled into the pavered parking spot, and a genuinely bright and friendly woman appeared. “You’re Isaac, right?”
“Yes ma’am,” I replied. “I’m so sorry for the hassle,” she said. “I’m glad you made it here. Now let me take the baby from you so you can help Helen out.” I handed Lucas to her from the car, as if she were my own mother.
We collected ourselves and walked with her to the door. This was no “restaurant”; this was her own home. And a beautiful one — reminiscent of a Frank Lloyd Wright.
I hadn’t done much research, except for the quick perusal of the website weeks prior. So the whole experience was a delightful surprise. Most of all, the outstanding warmth and gracious welcome from this wonderful woman.
Somehow, she made us feel so comfortable and peaceful. We proceeded to enjoy a meticulously-crafted, 5-course home-cooked meal. The ingredients were sourced entirely within the local vicinity; most from her own garden.
Midway through the experience, we were led on a tour of the garden, where we indulged in tastings and learned about the various herbs and plants. It was experiential, and it was hospitality.
An hour and a half after we arrived, we were finally ready to leave. We felt refreshed, invigorated, enlightened, and most importantly, like we’d just met and had been cared for by a close friend. She sent us off with hugs and well wishes.
I share this simply to highlight a great example of true hospitality. This one was from the culinary field, but is equally applicable to accommodations and many other fields.
Find ways to turn the tables - like when a guest is late or has been difficult to schedule, etc. Make them feel understood and genuinely cared for, even if it’s only tiny gestures.
It makes a lasting impact.
I’ll not soon forget today’s experience, though the reasons why are seemingly subtle.
Details matter. And the most important ones are those of how you make people feel. Transforming transactions into emotional connections. And unforgettable experiences.
That’s all for this week.
P.S. I’m launching the Experiential Hospitality Masterclass next week for a few days only. Haven’t done this for several months. If you’ve been on the fence about seriously embarking on your own journey, this is your moment. Click here so you don’t miss the chance to learn all the skills and lessons you need to create your very own micro-resort, just like I did with Live Oak Lake.
Talk soon,
—Isaac