Most Companies Stop at Good Service — But the Real Growth Multiplier Is Something Else

Key Takeaways

Service meets customer needs, but hospitality makes people feel valued — and that’s what drives loyalty and referrals.

Small, human gestures turn ordinary transactions into memorable experiences and the most cost-effective marketing you’ll ever have.

When people hear I speak in the hospitality industry, they usually assume I’m talking about hotels or restaurants. And yes, I’ve spoken to plenty of those groups. But I always remind audiences: every business is in the hospitality business — whether they realize it or not.

The problem? Many companies confuse hospitality with customer service. They assume if they’re fast, accurate, and efficient, that’s enough. But service and hospitality are not the same thing. And if you don’t understand the difference, you’re missing an opp