Skip to main content
Facilitate Magazine: Informing Workplace and Facilities Management Professionals - return to the homepage Facilitate magazine logo
  • Search
  • Visit Facilitate Magazine on Facebook
  • Visit Facilitate Magazine on LinkedIn
  • Visit @Facilitate_Mag on Twitter
Visit the website of the Institute of Workplace and Facilities Management Logo of the Institute of Workplace and Facilities Management

Main navigation

  • Home
  • News
    • Comment
    • People
    • Reports
    • Research
  • Features
    • Analysis
    • Features
    • Round Tables
    • Webinars
  • Outsourcing
    • Contract Finder
    • Contracts
    • FM Business Models
    • Interviews
    • Mergers & Acquisitions
    • Opinion
    • Procurement
    • Trends
  • Know-How
    • Explainers
    • Legal Updates
    • White Papers
  • Jobs
  • Topics
    • Workplace Services
      • Hospitality
      • Catering
      • Cleaning
      • Front of House
      • Grounds Maintenance
      • Helpdesk
      • Mailroom
      • Manned Guarding / Security
      • Pest Control
      • Washroom Services
      • Disaster Recovery
      • Specialist Services
    • Professional Performance
      • Behavioural Change
      • Continual Professional Development
      • Education
      • Management
      • Recruitment
      • Training
    • Workplace Performance
      • Benchmarking
      • Health & Wellbeing
      • Operational Readiness
      • Procurement
      • Security
      • Workplace User Experience
      • Workplace Culture
    • Compliance
      • Health & Safety
      • Risk & Business Continuity
      • Standards
      • Statutory Compliance
    • Building Services
      • Architecture & Construction
      • Asset Management
      • Building Controls
      • Building Fabric
      • Drinking Water
      • Fire Protection
      • HVAC
      • Landscaping
      • Mechanical & Electrical
      • Building Security
      • Water, Drainage & Plumbing
    • Technology
      • Building Information Modelling
      • CAFM
      • Data & Networks
      • Document Management
      • Information Management
      • Internet of Things (IoT)
      • Software & Systems
    • Energy management
      • Energy Management Systems
      • Electricity
      • Gas
      • Solar
      • Wind
    • Sustainability
      • Environmental Quality
      • Social Value
      • Waste Management
      • Recycling
    • Workspace Design
      • Agile Working
      • Fit-Out & Refurbishment
      • Inclusive Access
      • Lighting
      • Office Interiors
      • Signage
      • Space Planning
      • Storage
      • Vehicle Management / Parking
      • Washroom
    • Sectors
      • Corporate Office
      • Education
      • Healthcare
      • Manufacturing
      • International
      • Retail
      • Sports & Leisure
      • Regions
  • Buyers' Guide
Quick links:
  • Home
  • Sections
  • News
  • Comment
Sections

Hospitality trumps customer focus

Open-access content Friday 10th March 2017 — updated 2.38pm, Tuesday 5th May 2020

13 March 2017 | Marcel Groenenboom


Recently I met with Dutch pensions insurer PGGM. The day before, I received a personal email from my contact confirming the appointment, with directions and parking advice. 


As soon as I presented myself at the barrier, there was a friendly greeting on the intercom: "Good afternoon, Mr Groenenboom, we have booked a parking space for you near the entrance; just turn right immediately after the barrier." 


Then, when I entered through the revolving door, the receptionist was waiting to take my jacket and get me a cup of coffee. She led me to the meeting area, where my host was already present. All this for someone who wasn't even a PGGM client! In fact, it was the other way around: I was the guest of my client. To me, this felt like the ultimate form of hospitality.


Many organisations struggle with the question: "What is hospitality?" It is often confused with customer focus, where everything revolves around the client. ('How do we give the client what he wants?') Customer focus seeks to persuade a client to choose a product or service; hospitality goes further. An organisation concentrating on hospitality wants to create a pleasant environment for everyone. 


The issue with hospitality is to create an atmosphere in which the client feels welcome. By receiving him or her in a pleasant atmosphere, you attempt to exercise positive influence on their feelings without forcing them to make a specific choice to your advantage. The positive feelings that arise lead to a more positive impression of the hosting organisation, which can be a significant competitive benefit.


PGGM has shown that good service provision begins even before you walk through the door. Hospitality has become a component of the business culture, which is why it feels 'real'.


I can certainly attest to this. The reception at PGGM left me feeling heartened, a positive feeling that stayed with me and ensured that I made the right choices to the advantage of PGGM. Without feeling any pressure to do so.

 

Marcel Groenenboom is general manager, BeNeLux, Planon Software

Also filed in
Comment
Content

You might also like...

Share
  • Twitter
  • Facebook
  • Linked in
  • Mail
  • Print

Today's top reads

 

Latest Jobs

Interim Sustainability Manager (12 month fix-term contract)

London (Central)
c.£60,000 per annum plus excellent benefits
Reference
59413

Regional Facilities Manager

Borehamwood
Circa £47,000 + Decent Package & opportunities
Reference
59410

Facilities Manager

Hertfordshire
Up to £75,000 + Decent Package
Reference
59408
See all jobs »

 

 

Sign up to our newsletter

News, jobs and updates

Sign up

Subscribe to print

Sign up to receive our bi-monthly magazine

Subscribe
Facilitate magazine cover, June 2020
​
FOLLOW US
@Facilitate_Mag
Facilitate Magazine
Facilitate Magazine
CONTACT US
Contact us
Tel: 020 7880 6200
​

IWFM

About IWFM
Become a member
Qualifications
Events

Information

Privacy Policy
Terms & Conditions
Cookie Policy
Think Green

Get in touch

Contact us
Advertise with us
Subscribe to Facilitate Magazine
Write for Facilitate Magazine

General

IWFM Jobs
Help

© 2023 • www.facilitatemagazine.com and Facilitate Magazine are published by Redactive Media Group. All rights reserved. Reproduction of any part is not allowed without written permission.

Redactive Media Group Ltd, 71-75 Shelton Street, London WC2H 9JQ