Building Your Business Bedside Manner with Mandi Graziano at Hospitality Performance Network
On this episode of the Hospitality Leaders podcast, I’m joined by Mandi Graziano, Vice President of Global Accounts at Hospitality Performance Network, and author of the book Sales Tales.
Mandi has coined a term she calls “business bedside manner.” To Mandi, the “hospitality” in the hospitality industry shouldn’t just describe the products and services being sold, but the entire culture of how business is conducted. Oftentimes, leaders within the industry won’t hesitate to go above and beyond for the sake of the guest, pushing the boundaries of what it means to be patient and accommodating. The limits of that patience are usually a lot lower when dealing with fellow vendors, coworkers, or industry professionals.
To Mandi, that inconsistency cuts against what it means to be a hospitality leader, and the bedside manner we’ve developed for our guests should extend also to our peers in the industry. Making a concerted effort to be understanding and empathetic towards colleagues and strategic partners will go a long way not only to strengthen your own organization’s partnerships, but can help build a more resilient, reliable, and connected industry as a whole. This industry is not only about being hospitable to customers but to each other as well.
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