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Hostmanship - The Art of Making People Feel Welcome, by Jan Gunnarsson, Olle Blohm
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More than 100 000 people have been inspired to adopt a welcoming attitude after having read this book! It has undergone a significant re-write since the original version, being extended with the story of Peyman, the bus driver from Ume�, who with his natural Hostmanship makes his passengers' day a better one - every day! A fun-filled and thought-provoking book, full of remarkable stories. You'll certainly recognize yourself - there are examples from many different situations and work environments.
The book is also available in Swedish, Norwegian, Danish and Dutch.
This is what readers have said: "This book was a wake-up call for me! If you look after your guest, your guest will look after you!"
This is what the Swedish author Jan Gunnarsson says about the book: "I could say that this book literally changed my life. Since its publication I've been like a travelling salesman in Hostmanship. I've addressed tens of thousands of people in every imaginable location, both in Sweden and abroad. I've stood in churches, in a lighthouse and any number of town halls around the country in front of leaders and co-workers from the private and public sectors. One day they might be phone engineers, piping wholesalers or doctors in the audience, and the next day maybe marketing people, a management group or some freshly-qualified students. An audience whose experience spans from the biggest companies to fledgling sole-trader companies. Everywhere I've been I've met so many wonderful and professional people who've shared their thoughts around the concept of good Hostmanship."
The book was written by Jan Gunnarsson and Olle Blohm. Now in print for the fourth time in an updated edition. The book first came out in May 2002, and forms the basis for several of our seminars and is already being used in different courses around Sweden.
www.vardskapet.se
- Sales Rank: #318199 in eBooks
- Published on: 2013-01-08
- Released on: 2013-01-08
- Format: Kindle eBook
Review
- Service is no longer good enough. Hostmanship has raised the level of how we approach work to a new level of caring, involvement, pride, profit, and engagement. Are you ready to engage in hostmanship or are you so complacent that you will be left behind?David Zinger,�Employee Engagement Speaker
- This is an absolutely fantastic book. It is a bit eclectic and wanders around with some sidebar stories, but I assure you there are some very impactful ideas for anyone in the customer care industry - which is pretty much every business on the planet. It was a fun read, the author's voice comes through very genuinely and I underlined quite a few passages that will help me run a better business. A superb book for improving customer service and your level of Hostmanship!John B. SpenceAuthor, Professional Speaker / Trainer in Gainesville, FL
- Finding Jan and Olle's wonderful book, Hostmanship, was one of those rare treats that we find in life. It is a book as real, personal, practical and profound as any you'll ever find. To take seriously the spirit of being a Welcoming Leader is to begin to recover the human dimension of leadership and organizational life. This is such a unique and special book. It is not a book enamored with its own message. Rather it is a simple humble book of lessons learned through years of service to their "guests."��Ed Brenegar,�Helping leaders and their organizations make "strategic transitions" from where they are to where they need to be in the future.
Most helpful customer reviews
1 of 1 people found the following review helpful.
A superb customer service book!!!
By John B. Spence
This is an absolutely fantastic book. It is a bit eclectic and wanders around with some sidebar stories, but I assure you there are some very impactful ideas for anyone in the customer care industry – which is pretty much every business on the planet. It was a fun read, the author’s voice comes through very genuinely and I underlined quite a few passages that will help me run a better business. A superb book for improving customer service and your level of Hostmanship!
0 of 0 people found the following review helpful.
Hostmanship - A Great and Important book on Leadership
By Ed Brenegar
Hostmanship - The art of making people feel welcome is a remarkable little book by Jan Gunnarsson and Olle Blohm. I came upon this book reading a blog reference to it by Tom Peters. Gunnarsson and Blohm are hospitality industry veterans in Sweden whose take on customer service and leadership is refreshing.
The book provides a fresh look at customer service.
What is distinctive about Hostmanship, as compared to most books on customer service, customer experience, word-of-mouth marketing or leadership, is that this is not primarily about strategies and tactics. It is about the attitude that we bring.
This attitude is captured in a quote from the Danish philosopher Soren Kierkegaard.
If we wish to succeed
in helping someone reach a particular goal
we must first find out where he is now
and start from there.
If we cannot do this,
we merely delude ourselves
into believing that we can help others.
Before we can help someone,
we must know more than he does,
but most of all,
we must understand what he understands.
If we cannot do that, our knowing more will not help.
If we nonetheless wish to show how much we know,
it is only because we are vain and arrogant,
and our true goal is to be admired,
not to help others.
All genuine helpfulness
starts with humility before we wish to help,
so we must understand
that helping
is not a wish to dominate
but a wish to serve.
If we cannot do this,
neither can we help anyone
Hostmanship is about the source of loyal customers. It is about the relationship that is established between a business and the people who benefit from that business. Hostmanship is about the kind of care that is exhibited. Hostmanship is about making people feel welcome. Gunnarsson and Blohm recommend stopping using the term customer and instead call them guests. Customers buy things, guests come and should be made to feel welcome.
What does it mean to feel welcome? Here's how they portray it.
When I walk into a restaurant, there are several things that make me feel welcome:
Information - There should be a menu outside the door.
Design - that someone cares
Cleanliness - Everything from the hostess's blouse to crumbs swept off the floor
Safety - If it's below ground, I want to see an emergency exit
Greeting - Someone should notice I am there
Attention - I don't want to sit and wait forever
Friendliness - It doesn't hurt to smile
Listen - I want to be heard
Speed - Service, service, service
Price - I don't want to be overcharged
All these things affect me before I've even eaten anything.
The difference that is created with Hostmanship is that the heart of a business is an attitude about yourself. It starts with who you are as the leader and with who your employees are, and then that attitude gets translated to the "guests."
Hostmanship is about giving. It's about sharing a part of yourself and your knowledge. Never forgetting that people who have contacted you are an extension of yourself. It's about understanding that, at that moment, you are an important part of her life. Not only because you have the answer to her question. You are also the person she has chosen to turn to.
Hostmanship is an art. The host is an artist.
Gunnarsson and Blohm describe this attitude in terms of six fundamentals: Interaction, The Big Picture, Dialogue, Responsibility, Consideration, and Knowledge. Let's look at each.
Interaction: The authors convey a sense of magic in the encounters that we should have with guests. Each interaction is different. And we need to see it that way.
When a guest appears at the door of your business, she stands before you with her entire history in tow. What you see is not just a person but also a life's worth of experience. The question she will soon ask is a product of that experience. My point is that each meeting is different.
Because it is different, it means that we must look at each interaction as not the same as the one before, but as the one that is taking place right now. When we treat people as guests, they cease to be customers, market segments, or bottom-line fulfillment opportunities. They aren't the next appointment, the next interruption, the next distraction. They are people. They are not abstract objects that we just deal with. They are people who have real lives and real needs, and they've come to us to have at least one of those needs met.
The Big Picture: We live in such a segmented, fragmented, silo'ed world. But people don't really see us that way. When a guest walks into the shop or the office, everything is a part of the whole. There is a level of integration that exists that guests sense. If integrity is lacking, then the guests sense that too.
Being willing to associate yourself with what you sell means to a large extent being part of a guest's experience and making the product come alive. ... What's important is to see the connection between you, the product and the company. A trinity that in the guest's eyes is always a single entity the moment she visits your business.
Dialogue: There has been much written in the last 15 years about dialogue or in the importance of how we talk with one another. To a great extent, dialogue is dependent, not on our ability to articulate our thoughts, but rather to listen. To listen objectively, perceptively and non-prejudicially.
Dialogue requires the courage to see beyond prejudices and a willingness to treat guests in a friendly and personable manner. To show others who you are and offer a memorable encounter. ... Listening is much more than understanding what is said. ... In a dialogue with a guest, the "right" questions aren't always asked. But by listening, you can tell her what she hasn't yet put into words.
Responsibility: Responsibility is the initiative we take to meet our guest’s needs. It is not simply doing what is required by the job description, but being responsible for the organization's care of the guest.
Assuming responsibility means seeing your business with guest's eyes. What's expected of you? What does your guest need? How can you help to ensure that the guest benefits from what you do? In short, are you taking responsibility for your guest's success?
Lying behind responsibility is a commitment or as the authors put it a promise. The promise can be anything, but it is what you say you will provide to your guests. Here's how they see it.
"I spoke with someone at your company who told me ..." "In the catalogue it said that it was included ..." "I phoned before and was promised that you would ..." "When I was here yesterday you said ..."
It's not unusual to hear such things from a guest you meet for the first time. She carried a promise with her across the threshold and now expects you to keep it. It might have been an ad that made the promise or maybe one of your colleagues who the day before was in a hurry to get home and went a little overboard. That doesn't really matter. As an employee, you are responsible for the big picture and that includes promises.
What is a promise exactly? And when is it broken? Is a room by the sea where a big tanker is docked outside blocking the view still a room with a view? ...
When is a promise is broken and what consequences should it have? These are two questions a responsible organization has to answer. When I discuss this with people in the tourism industry, they usually refuse to offer any form of compensation when I mention things like ugly curtains.
Gunnarsson and Blohm see criticism as the test of this sense of ethical responsibility. Their approach to creating opportunities for guests to tell them the truth is rather creative and insightful about human behavior.
One of the toughest challenges is finding out what your guests really think about your business. I have a hard time believing they will tell you the whole truth even if you ask them. That may sound cynical, but I think about myself and how I react when someone asks how I feel, how the food tastes, if I slept well, if my car is working all right, if the shoes fit, how the jacket feels, etc. I have a host of polite responses the questioner is expecting to hear. You simply can't trust what a guest says as she is leaving or what she writes down on a slip of paper and drops in your suggestion box.
Getting to the truth takes more than that, something the guest doesn't expect. Situation where she is surprised by her feelings and eventually can't keep them to herself.
They proceed to tell a story of how the common factor in repeat business was that each guest was dissatisfied at some point in their experience with the company. In one instance a mistake is made and ... well, let them tell the outcome.
We of course apologized, immediately called in housekeeping and, to make it up to them, offered to buy a round of drinks for everyone before dinner that evening. They invariably accepted.
When evening came, we brought the entire company together for a drink in a separate area next to the dining room. It was there that we had our chance. I usually began with a toast and little speech about how what had happened was my fault, and then took advantage of the next half hour of casual chatting to get to know them. It was a half hour when I had their attention and could sell them on our hotel and town.
This formula proved so successful that we began purposefully forgetting things. ... It was a bit underhanded, I admit, but we learned that complaints could also provide an opportunity to nurture a long-term relationship.
An ethic of responsibility looks for ways to build relationships. What better way that to create opportunities for disappointment to be resolved and the host-guest relationships reconciled.
Consideration: The inclusion of the dimensions of Consideration and Responsibility is why I see Hostmanship as an ethical system for developing customer relationships, or guest relationships. Consideration is the key to the whole Hostmanship system because it is the key to how we see the guest before us.
Well, consideration means much more than understanding how someone else feels. To me, it means seeing another person's humanity without the blinders of prejudice, and doing so with affection.
Consideration requires the host, not to treat every person alike, but every person with dignity and value. This doesn't mean that guests are always right, or nice, good, pleasant people. It just means that we don't prejudge whom they are because of some identifiable characteristic that might make treat them one or another.
Hostmanship is giving. Considerately giving of yourself, your time, your energy and your personality. A willingness to share the best of yourself.
Knowledge:This is not simply mastering a collection of facts. Instead it is knowing how to interpret the situation that your guest is in and apply your knowledge to their situation. This means that a host is always learning, not just more about his field, but also how to integrate that knowledge into the life experience of the guest.
As a host, you also need foresight. It might be a simple thing, like noticing the man in a shirt and sport coat handing in his key before heading out into Malmo on a January night. You know how cold it gets in Malmo in January. Or when you help two British women with theater tickets. It might be worth mentioning that the theater they are attending is quite plain compared to the City Theater. You use your knowledge of the city to steer your guests in the right direction.
A considerate host does much of this naturally. A good host is always learning, interpreting and thinking. The goal should be to have enough knowledge to cover all the needs of your guests, and not only as guests but as people.
This sort of knowledge also means that you are aware of the differences in cultures so that your own behavior as host does not unintentionally offend or confuse your guest.
As is seen, there is much to learning Hostmanship. It is an ethic perspective that is similar in idea and practice to Robert Greenleaf's servant leadership concept. Both intentionally focus on others in order for greater effectiveness to be gained.
Jan Gunnarsson and Olle Blohm divide Hostmanship into five stages of application.
Personal Hostmanship
Functional Hostmanship
Organizational Hostmanship
Destinational Hostmanship
National Hostmanship
Hostmanship is one of the most important books on leadership to have been written in a generation. I highly recommend it.
1 of 1 people found the following review helpful.
Fantastic Book!
By Alicia Elizabeth
I think this book was amazing, simply Hostmanship is treating others with care and respect! I would highly recommend this book, it's an easy and enjoyable read!
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