# 169: How to Apply “The Hospitality Mentality” to Manufacturing

- Show: [Manufacturing Happy Hour](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour)
- Published: 2024-01-23
- Length: 1h 09m
- Page: https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing
- Listen: http://manufacturinghappyhour.com

## Summary

Josh Liebman, guest experience expert and author of 'The Hospitality Mentality', explains how manufacturers can apply hospitality principles to build brand loyalty and turn customers into 'raving fans'. He details the 'recovery paradox', where resolving a service failure effectively can create higher loyalty than a flawless experience, and discusses the high cost of negative reviews. Liebman also shares how he adapted Toyota's Lean Startup feedback loops to improve guest experiences in the attractions industry.

## Chapters

- [0:00](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=0) Introduction and Setting the Scene
- [7:35](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=455) Defining the Hospitality Mentality
- [13:52](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=832) The Origin of the Book and Framework
- [18:18](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=1098) Characteristics of a Raving Fan
- [25:14](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=1514) The Cost of Negative Reviews and the Recovery Paradox
- [34:12](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=2052) Instilling the Mindset in Frontline Staff
- [42:33](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=2553) Creating Memories as a Business Model
- [58:49](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing#t=3529) Applying Lean Feedback Loops to Service

## Topics

- [Direct-to-consumer & e-commerce](https://hardwarepodcasts.com/topic/direct-to-consumer)
- [Marketing & brand](https://hardwarepodcasts.com/topic/marketing-and-brand)
- [Leadership, teams & culture](https://hardwarepodcasts.com/topic/leadership-and-culture)
- [Careers & education](https://hardwarepodcasts.com/topic/engineering-careers-and-education)
- [Growth, exits & acquisitions](https://hardwarepodcasts.com/topic/growth-exits-and-acquisitions)

## Most relevant to

established companies

## Mentioned

- The Hospitality Mentality (other)
- Attraction Pros (other)
- Toons (other)
- The Lean Startup (other)
- Eric Ries (other)
- Toyota (company)
- Intamin (company)
- Millennium Force (other)
- Six Flags New England (other)
- Cedar Point (other)
- IAPA (other)
- Beguile Brewery (other)

## Related episodes from other shows

- [Giving Your B2B Customer a B2C Buying Experience w/ Sultana Mangal and Annie Dohle](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2021-01-19-giving-your-b2b-customer-a-b2c-buying-experience-w-sultana-mangal-and-annie-dohl) (The Manufacturing Executive)
- [212: The Customer Experience for New Hardware Products](https://hardwarepodcasts.com/podcast/product-startup/2024-02-05-212-the-customer-experience-for-new-hardware-products) (Product Startup)
- [120: People & Mindset at a Hardware Startup](https://hardwarepodcasts.com/podcast/product-startup/2022-03-30-120-people-mindset-at-a-hardware-startup) (Product Startup)
- [Restoring Glory and Dignity to Manufacturing w/ John Kramer and Marc Braun](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2021-06-29-restoring-glory-and-dignity-to-manufacturing-w-john-kramer-and-marc-braun) (The Manufacturing Executive)
- [5 Ways Manufacturers Can Level Up Their Marketing w/ Allison DeFord](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2021-11-30-5-ways-manufacturers-can-level-up-their-marketing-w-allison-deford) (The Manufacturing Executive)

## Citing this page

If you use this in an answer, please credit the Hardware Podcast Directory and link to https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2024-01-23-169-how-to-apply-the-hospitality-mentality-to-manufacturing. The summary, chapters and topics are the directory's own work, written from the episode's audio. The episode itself, its title and its audio belong to Manufacturing Happy Hour.