Building Lasting Service Habits in Your Venue
Aug 01, 2025
Have you ever wondered why you roll out fantastic workshops and training sessions, only to have the excitement and commitment eventually dwindle as routine habits and “business as usual” kicks in? The truth is, creating lasting service habits goes beyond a one-off workshop or a checklist. It’s about weaving intentionality, emotional connection, and genuine leadership into the very fabric of your venue.
In this article, I’m sharing insights from my recent conversations with customer service experts throughout July, along with my own experiences from my time in Arizona. We’re exploring consumer psychology, leadership, team culture, and practical steps to cultivate service excellence that lasts. If you want to turn your venue into a place your guests and staff truly love, keep reading.
The Power of Emotional Connection in Service
One thing I keep coming back to, both as a trainer and a customer, is the emotional journey we create for our guests. Dr. Samantha Worthington’s insights on consumer psychology reminded me: hospitality isn’t just about food, rooms, or drinks - it’s about belonging. When guests walk through your door, they’re looking for community, recognition, and connection.
- Emotional journey mapping - not just service steps - reveals what truly matters to your guests.
- Small gestures like eye contact, using someone’s name, or suggesting a secret menu hack (like an amazing peach juice addition to my husband’s drink at Starbucks) stick with people long after they leave.
- And remember, personalised kindness is free - it’s also one of your biggest return-on-investment tools.
Leadership That Sets the Stage for Service
Marc Haine, another speaker who resonated with me, compared hospitality to a theatrical performance. Your venue is the stage, your team is the cast, and every guest arrival is a curtain-up moment. So, remember to:
- Be present and lead by example - if managers bring warmth and intention, the whole team follows.
- Rehearse your values - excellent service is no accident, so regularly talk about your standards, walk the floor, and make those values visible.
- Own your ‘showtime’ - your mood, your attention… it’s all contagious. Teams take cues from you, so set that positive, can-do energy.
How to Build Lasting Service Habits in Your Venue
Workshops are just the warm-up; true service excellence is about what happens every day on the floor. Here are five practical, proven ways - backed by my recent interviews and experiences - to keep great habits alive and well.
- Model Consistency and Care
Leaders need to be visible and engaged - think “supportive presence” not “micromanager”. When your team knows you have their back, they’re empowered to shine.
- Encourage Individual Impact
Every team member, from the barista recommending an off-menu drink to the waiter making each guest feel seen, can create memorable micro-moments. These add up to lasting loyalty.
- Use Technology Wisely
Steve Sidd’s perspective really hit home here: automation shouldn’t threaten jobs - it should free your team to do what they do best. Whether it’s AI handling the phones or smart kitchen systems, the goal is always more time for real customer connection, not less.
- Promote from Within
Another gem from Steve Sidd: too often, hospitality is treated as a temporary stop. By identifying team champions, creating career pathways, and investing in training, you can build a loyal crew who view hospitality as a long-term career.
- Celebrate Small Wins
Recognise those “above and beyond” moments, whether it’s a staff member supporting another or a guest leaving with a big smile. Nothing builds culture faster!
During my visit to The Cheesecake Factory in Scottsdale, I watched managers supporting staff without hovering or interfering even when the pressure was on, and Lexi, our server, told me her favourite part of the job is the trust she feels from the leadership team and the ability to make each guest’s dining experience unique.
While Joshua, a young team member at Macy’s in Phoenix, didn’t always love his job. But by choosing to focus on the experience - both for himself and his customers - he completely changed his outlook. Now Joshua comes to work every day with the intention of going above and beyond for his customers, proving that attitude and personal investment can turn any frontline job into an opportunity to grow, serve, and thrive.
Lasting service habits don’t happen by chance, they come from consistent leadership, an intentional team culture, and removing barriers so people can truly focus on your guests.
Staff want to feel connected to their work and teams, and that positive community mindset is what keeps people coming back, both employees and customers alike.
So, what next?
If you’re ready to dive deeper into building lasting service habits, watch or listen to The Michelle Pascoe Hospitality Podcast HERE
Or start reflecting on your team culture and guest emotional journey, then BOOK A CALL to explore how we can support leadership development, customer service excellence, and team engagement.
