The Impact of Human Connection on Business Growth

What does it take to create unforgettable moments that fuel your business growth? In this blog, we explore the expert insights on human connection and how it affects business growth from Andy McNeil, the CEO and founder of American Meetings. With over three decades of experience, Andy is a leader in the meetings and events industry, organising incredible events worldwide. For Andy, business is all about creating meaningful connections, not just transactions. Dive into the wisdom Andy shared and discover how you can enhance your customer experience and create lasting moments in your business!

Customer Service With A Purpose

For Andy, hospitality is about always thinking ahead for your customers. Having a service heart and the right mindset makes all the difference in creating a memorable experience. Once you have that trust, you lay a strong foundation for lasting relationships and success.

While many of us now interact virtually, nothing beats face-to-face engagement. Imagine you're in a room full of people you don’t know. If you’re not used to socialising, you might start to feel uncomfortable. Fortunately, moving from discomfort to comfort can be taught. Andy's specialty is teaching clients how to develop a service heart and help their clients and teams feel better and more comfortable in any situation. 

People do business with people who they like and who they trust.

Being Intentional About Your Interactions

Taking just five extra minutes to establish a connection can make a big difference. To build strong relationships, you need to be intentional. When you approach someone, start by being warm, friendly, and confident. 

Learn and use their name. This simple step helps establish a psychological bond of trust. How often do you meet someone and forget their name right away? Use tricks like noting their name in your phone immediately to help remember it.

Show genuine interest. People appreciate when you remember details about their lives. Find out three interesting things about the person, remember their kids' names and grades, or their spouse or partner's name. These small details go a long way. Ask about their family and what's important to them, and note these details in their contact card for future reference. This shows you care and helps build trust.

Be present and authentic. Building relationships can happen anywhere, and while tips and tricks are helpful, genuinely connecting with people and focusing on them during conversations builds the strongest relationships. Remember, building trust starts with being truly present and authentic in your interactions.

Creating A Hospitality Mindset Within Your Organisation

Small organisations often struggle to dedicate time to training, but it's crucial for long-term success. Training enhances the knowledge and expertise of your employees, helping them perform better in their roles. Although it can be challenging to focus on training while managing daily business operations, investing in it pays off in the long run.

First, you must create a hospitality mindset within your organisation, which means instilling a passion for service in your employees. Ensuring your team shares your commitment to excellent customer service is essential. 

Listening Skills and Quality Conversations

One of the most important skills to train your employees on is listening. Good listening involves absorbing what the client is saying and responding thoughtfully. Instead of offering numerous off-the-cuff responses, teach your team to focus on saying one impactful thing that makes a difference in the conversation. Taking the time to understand your client's needs and showing genuine interest in their concerns builds trust and loyalty. Encourage your team to ask probing questions, follow up for clarification, and demonstrate that they are genuinely interested in helping solve the client's problems.

Leveraging Technology and Information

Today, there's a wealth of information available that can help you connect with clients even before meeting them. For example, LinkedIn is a fantastic tool for researching potential clients. Knowing about their recent achievements or interests can make your interactions more meaningful. Mentioning an article they were featured in or discussing their latest project shows that you’ve done your homework and respect their work.

Establishing Trust Through Honesty and Follow-Up

Honesty is important in building trust with clients. If your team doesn't have an answer, encourage them to admit it and promise to follow up with solutions. This transparency not only builds trust but also demonstrates your commitment to providing value.

Many successful small businesses thrive by maintaining a tight circle of trusted clients who return time and again. Establishing relationships, friendships, and trust with your clients is key to bringing them along as your business scales. After all, it's much harder to acquire a new client than to retain an existing one. 

Providing Service to Your Internal Clients 

As your business grows, you won't be able to oversee everything personally and will likely entrust your company to your internal clients aka teammates. Your internal clients are just as incredibly valuable as your external clients (if not more) —they can be colleagues in your department, the person next to you, or a remote partner on the other side of the world. Each of these individuals deserves your time, respect, and attention. 

Taking the time to get to know your colleagues, their families, and their interests is crucial for building a hospitality-centered business. When you prioritise these connections, you not only enhance your business but also nurture meaningful relationships. After all, who wants to navigate life with purely transactional interactions?

Human Connection Is The Heart of Leadership

Confident leaders embody a service-centered approach, leading with empathy and a genuine desire to serve others. These leaders recognise the importance of creating memorable experiences. They understand that exceeding expectations and paying attention to the little details can transform ordinary interactions into unforgettable moments. 

I'd love to hear your key takeaway from this discussion. Share your thoughts on YouTube or visit thecultureofleadership.com 

For more insights and stories from Andy McNeil, including his experiences, successes, and failures, tune in to the full podcast episode: The Impact of Human Connection on Leadership and Business Growth