Pascal Bachmann, founder and CEO of Strategy Achievers.
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On a recent visit to Switzerland, I found myself in Lucerne’s 151-year-old Grand Hotel National, one of the longest-running family-owned hotels in the country. I sat down with the current owner Raimondo P. Erculiani to ask about their formula for longevity and found it could be translated for any business to achieve longevity and success. Here are the core tenants needed to build and maintain a business over the long term:
An Incredible Team
A great hotel has an incredible team: friendly people who take the time to show you around and offer to help in any way they can to ensure your experience lives up to the standards that their business is known for.
The same approach should be taken in your own business—the entire team, including receptionists, the cleaning crew and all the people working on the frontlines should offer exceptional customer care. In any business, your team will always be your foundation, and you should always be synergized and bound by one goal and vision.
Exceptional Hospitality
Hospitality is, of course, key in the hospitality industry. A great hotel goes beyond just meeting your needs. They offer genuine hospitality with intuitive and attentive care for every customer they come into contact with. Likewise, clients of your business should always be treated with respect. Not only as a professional gesture but because it can lead to repeat business and thus increased revenue. As a coach, I found that respect and trust are pillars of any professional relationship and ultimately fuel success.
Unique Architecture
When you step into a grand hotel with a storied history, you're often transported to a different era. The high-ceilinged rooms, wide staircases and long corridors exude classic elegance. Similarly, if you run a business, your business model or business structure is the heart or "home" of your service, products and even revenue. Having something unique that nobody else offers is a great selling point that sets you and your brand apart from everyone else.
Significant Relationships
When a hotel builds meaningful relationships with guests, it builds loyalty and they're more likely to return again and again. They're also more likely to tell other people about their great stay, either in person or online via review platforms.
As any CEO, entrepreneur or business owner will tell you, how you forge and keep your relationship with your clients is the biggest asset in building your network. No matter how good you tell them you are, people will often want another opinion. Hearing from someone they trust breaks down barriers to how you are perceived.
In conclusion, there will always be big differences between businesses in different industries, but studying what other businesses practice can help you and your business to grow and realize your biggest goals.
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