At the Growth Summit 2023, attendees were treated to an insightful session on “Creating World-Class Customer Experience” by none other than Rita Patel, co-founder of Hotel Trundle. With a rich background in the hospitality industry and a passion for creating memorable experiences, Rita shared her journey, key learnings, and actionable advice on how to deliver exceptional customer service. Here are the highlights from her talk.
The Journey of Hotel Trundle
Rita Patel’s journey with Hotel Trundle began during the challenging times of the 2010 recession. She and her husband, Marcus, both architects by training, found themselves navigating a tough job market. Their perseverance and passion led them to take on various jobs until they eventually joined Rita’s parents’ hotel business. This experience laid the foundation for what would become their own venture, Hotel Trundle.
In 2016, they identified a unique opportunity in Columbia, SC, a city ripe for historical preservation projects. They convinced Rita’s parents to explore potential properties, leading them to discover the perfect buildings for their boutique hotel. With 41 rooms and a strong vision, Hotel Trundle was born, symbolized by the unicorn in their logo—a testament to their unique and magical journey.
Core Values and Customer Experience
Rita emphasized the importance of having a clear “why” for their business. For Hotel Trundle, the three core reasons were:
- Showing their boys the world through travel and experiences.
- Making a meaningful impact on the Columbia landscape.
- Fulfilling a lifelong dream.
These core values are reflected in every aspect of Hotel Trundle’s customer experience. From locally sourced amenities to thoughtful details like personalized notes and complimentary beverages at check-in, the hotel’s offerings are designed to make every guest feel special.
The Role of Family and Team in Shaping Customer Experience
Rita’s family background in the hospitality industry deeply influenced her approach to customer service. Growing up in her parents’ hotels, she learned the importance of empathy, kindness, and a keen attention to detail. This foundation helped her and Marcus shape a customer experience that prioritizes genuine human connections and high-quality service.
Their team plays a crucial role in delivering this experience. By involving team leaders in the hiring process and focusing on candidates’ vibes and kindness, they ensure that every team member aligns with their values. This approach has led to high retention rates and a team that is passionate about creating memorable experiences for guests.
Adapting to Changing Times
The pandemic brought unprecedented challenges to the hospitality industry, and Hotel Trundle was no exception. Rita shared how they had to adapt quickly, treating the first two years of the pandemic as a reset for their business. They focused on refining their offerings and staying true to their core values, which helped them emerge stronger.
Advice for Aspiring Entrepreneurs
Rita’s session was filled with valuable advice for aspiring entrepreneurs. She emphasized the importance of being clear about your “why,” as it serves as your north star during challenging times. Authenticity and genuine passion are crucial for long-term success.
She also highlighted the importance of collaboration and community support. By partnering with local businesses and supporting each other, entrepreneurs can create a thriving ecosystem that benefits everyone.
Maintaining Balance
Balancing a demanding business with personal life is no easy feat. Rita shared her strategies for self-care, which include regular exercise, therapy, and spending quality time with family and friends. She stressed the importance of not feeling guilty about taking time for oneself, as it is essential for maintaining energy and passion.
Engaging with the Community
Rita concluded her session by encouraging attendees to support local businesses and spread the word about the unique offerings in Columbia. She invited everyone to experience Hotel Trundle firsthand and to appreciate the charm and warmth that make it a standout destination.
Conclusion
Rita Patel’s session at the Growth Summit 2023 was a masterclass in creating world-class customer experiences. Her journey with Hotel Trundle is a testament to the power of perseverance, passion, and a strong sense of purpose. By staying true to their core values and continuously adapting to changing times, Rita and her team have set a high standard for customer service in the hospitality industry.
For those looking to create exceptional customer experiences in their own businesses, Rita’s insights provide a valuable roadmap. Whether you’re in hospitality or any other industry, the principles of empathy, authenticity, and community engagement can help you build lasting relationships with your customers and create a brand that truly stands out.
Join Us at the 2024 Growth Summit!
Mark your calendars for November 21st and get ready for an incredible day of learning and networking at the 2024 Growth Summit. This year’s event features an impressive lineup of speakers, including our keynote speaker, Alan Stein, Jr., a renowned performance coach and motivational speaker.
For more information, visit our website and read our blog post for additional details.
Don’t miss out on this opportunity to gain valuable insights and connect with industry leaders. Buy your tickets now and be part of the 2024 Growth Summit!
