Ep. 96 – Bob Pacanovsky | Develop a Black Tie Mindset & Discover the Power of Hospitality

Bob Pacanovsky is what you might call a “Wow!” expert – with 20 years of entrepreneurial experience, primarily in the hospitality space, he has learned how create engagement, retention, and loyalty with customers, employees, and clients. Bob took that expertise and founded The Black Tie Experience, which helps companies and leaders create that Black Tie Experience for their customers and employees.

The black tie is much more than a uniform – it’s a mindset. You don’t actually have to have a black tie on to deliver a Black Tie Mindset, you just have to create an impression that LASTS:

  • Look
  • Act
  • Speak
  • Tact (or how you behave)
  • Serve

We tend to rush to the service part because we want to create an unbelieve customer or employee experience, but “we have to know how to look the part and act the part before we can actually serve the part.”

One of the most important things to keep in mind – and this can be difficult – when working with other people, whether they’re your customers or employees, is that it’s not about you as a host or leader, it’s about them.

“If you have a mindset of making people feel differently about your product, your service, and themselves than they ever have before, then you’re really living the Black Tie Mindset.”

The 4 Principles to Create a Black Tie Experience:

  1. A Culture of Welcome – Create a welcoming culture (not only for your employees, but also for your customers or guests). What is the culture, or the atmosphere, like in your company?
  2. The Way of Doings Things – What is your company’s way of doings things? Disney, Apple, and Starbucks all have their own unique way of doings things, and it affects how you experience their brands. However, most companies aren’t spending enough time training their employees to wow people.
  3. Impact Points – These are the subconscious impressions that people make about your business before, during, or after they purchase something. For example, what impression does your website make, or what does your restroom look like?
  4. Put Yourself in your Customer’s Shoes – What does your customer see, hear, touch, or smell when they come into your business, or interact with you online?

You’ve probably heard me say in the past that we’re all in the people business, even if we’re accountants – Bob takes it a step farther, arguing that we’re all in the hospitality business… and it makes a lot of sense!

The definition of hospitality is, “The art of making that personal connection with someone,” and based on that definition, aren’t we all in the hospitality business, first and foremost?

So yes, we are in the people business, and we do need to focus on customer and employee experiences and retention, but we can’t excel at those things if we forget about the power of hospitality.

 

Download this Episode MP3.

 

Resources:

Improv Is No Joke is produced by Podcast Masters

Ep 92 Show Notes: Mary Foley – Dawn a Red Cape, Be Bodacious, & Take Charge of Your Life

Mary Foley energizes female entrepreneurs with the clarity, confidence, and tools to attract, engage, and win more clients. She is an author, energizing keynote speaker, business mentor, host of the P.O.W.E.R. Plug Podcast, and a lover of red capes.

On today’s episode, we discuss her book Bodacious! Woman: Outrageously in Charge of Your Life and Loving It! Her sense of humor and positivity comes through on every page of – as it does every minute of this podcast!

This book isn’t just for women, either. Her stories encapsulate the principles of improvisation and the philosophy of Yes, And (which is especially evident when she shares the story of showing up to work without a pair of pants).

If you look at Mary Foley’s website, you’ll see that being “bodacious” is more than something she uses to brand her content it’s a personal rallying cry.

“I realize that if I want to create the career I want, let alone the life I want, I need to get more bold and more guts – and that’s why the word “Bodacious” became a personal rallying cry.”

When you read the book, or hear Mary describe her journey towards bodaciousness, you’ll see that she is willing to do something that is very scary for a lot of people: take risks.

And if you are, like many of us, wary of taking a risk because you don’t know what’s going to happen, because you might fail, Mary has two words for you – So what?

If you try and something doesn’t work out, so what? You might be working off of a bad definition for failure, anyway. Mary’s definition of failure is “simply not trying” and making that internal mindset shift can dramatically change your relationship with risk.

“Your ability to take risks more easily and often, bounce back, and have a “Yes, And” perspective isn’t just a nice thing – it’s more and more a critical strategy for not just surviving, but thriving.”