We’ve all been there. We have a doctor’s appointment at lets say 1pm. After an hour and a half or two, of waiting, we finally get ushered to the doctor’s office. We then sit there in the boring, white room, with blinding florescent lighting for another 30 minutes. Finally the doctor arrives and a quick a body check up and prescription form is filled out in a record breaking 20 minutes. Now imagine if everyone operated this way, not just high paid professions who seem to not care about other people’s time. A wedding is to be held at 2pm. The guests arrive a couple minutes early to be seated by then, but the bride doesn’t show up until 2:30, delaying her walk down the aisle to 3. It disregards the point of having start times if no one listens to them. The very beginning of the chapter brought the doctors case up and immediately that caught my attention as to what the rest of the chapter had to say regarding ‘listening to the groundswell’.
Listening to the groundswell means going out and interacting with your consumers, and listen to what they have to say about your product/service (Li & Bernoff, 2011). Negative comments from the groundswell are just at good, as the positive because it gives you something to improve upon. By listening to what your people want and don’t want, gives you an upper hand with the competition. People appreciate good listeners, as they come rare. I learned from this chapter, that listening may be one of the most valuable tools in the business world, especially for an industry like hospitality. Event planning is something I specifically want to do one day, and if I don’t listen to my boss and clients I will get nowhere with my job and be very unsuccessful. “Listening is the most essential, neglected skill in business today” (Li & Bernoff, 2011). Listening to what people want for their party, directs my future actions to take, and what to avoid/ head for in terms of themes and other little details. Hospitality is a very, very personable industry and it’s the little details that separate good talent, from exceptional talent. The inside scoop of the groundswell is crucial to be successful. From this chapter discuss how listening is one thing, but to learn from listening is another. As a business person, you must be willing to put yourself out there and change a few things from what you have heard, to enhance the experience. “The guests is always right”, is something that is taught day one in the hospitality world, and it’s true. They are the ones paying for your service, and giving you revenue, so you must hear them out.
Li, C., & Bernoff, J. (2011). Groundswell: winning in a world transformed by social technologies. Boston, Massachusetts, USA: Harvard Business School Publishing .