Be a host
Imagine you are hosting a dinner party. How would you go about it?
You'd probably consider the logistics, parameters, experience design, communication, and getting input from guests. You might ask yourself the following questions:
Logistics and parameters
Who are you going to invite?
When is it going to be? How long is it going to be?
Where is it going to be?
How does the space contribute to the intended experience?
Experience design
How would people be greeted?
What are the activities?
How could they have fun?
How could they be stimulated?
How comfortable would you like the experience to be?
What would make the experience memorable?
How would they feel as they leave?
Communication
How would you invite people?
When would you invite them?
How could you be clear about the expectations?
What information about the party would you reveal?
What information about the party would you withhold? Why?
Getting input from guests
What do they want to eat?
What do they want to do?
Are there specific accommodations necessary?
How can they contribute to the preparation?
If we can't ask them directly, how could we find out?
***
Professionals in the hospitality business strive for exceptional performance in every part of the customer experience. They treat guests like friends and family. They view detail and specificity as ways to put the guest's needs above their own, as a way to serve. They value and take pride in accountability and consistency.
What if orchestras were in the hospitality business, both internally for our musicians and externally for our audiences?
How would we treat our musicians and audiences if they were friends and family?
How would we design an experience that is exceptional from the moment a musician receives an offer to join the orchestra? From the moment a customer engages with an ad?
How could we feel proud about being consistent and accountable in our operations and actions?
How could we better understand what our musicians and audiences really need?
How could we show gratitude for our people recognizing that without them, there is no experience?
How could we wow our people so they remember these experiences fondly for a lifetime?
We can all be hosts - and think like one too.
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