The article emphasizes the critical distinction between service and hospitality by illustrating personal experiences in various industries. It underlines that while service is transactional and often scripted, true hospitality focuses on creating an emotional connection with customers, making them feel valued and seen. The author stresses that hospitality should be a mindset cultivated by businesses across all sectors to foster genuine interactions rather than mere scripted exchanges, leading to enhanced customer experiences.
True hospitality isn't scripted. It's empathetic. It's human. It's the difference between being served and being seen.
Service is what people get. Hospitality is how you make them feel.
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