In-Plant Success: Leading with Hospitality By Dwayne Magee

Dedicated to someone I consider the Master of Hospitality – Richard Griffin

Hospitality is both a value and a practice.

As a value, it’s a mindset of generosity, care, and attentiveness to others. As a practice, it’s the intentional act of making people feel seen, supported, and welcome.

While many of us pride ourselves on efficiency, reliability, and craftsmanship, it’s hospitality that elevates those strengths – transforming routine transactions into meaningful connections and turning excellent work into unforgettable experiences.

Hospitality isn’t just about being nice. It’s a culture. A business strategy. A posture that extends to everyone we interact with – clients, colleagues, vendors, and even competitors.

This fall, the Messiah University Operations Division is embracing a theme of Unreasonable Hospitality, inspired by the idea that going above and beyond – especially when no one expects it – creates lasting impact. Below are five ways we will be working to bring that idea to life in our in-plant and across our campus.

1. Improve the Client Journey

Put yourself in your client’s shoes. From the first phone call or email to the moment their finished project arrives, how does the experience feel?

Do clients feel welcome and heard? Are our processes clear and easy to navigate? Do we demonstrate care, gratitude, and appreciation – not just efficiency?

Adding warmth through small gestures – like a personal note, a follow-up call, or words of encouragement – can transform transactions into relationships. When clients know we care about their work and their success, trust grows.

2. Model Kindness and Celebrate Wins

Stress is inevitable in any print shop. But unkindness isn’t.

Speaking generously to everyone – even under pressure – sets the tone for your culture. Use language that invites collaboration: “Let’s find a solution together” rather than “That’s not my problem.” Treat every client, coworker, and guest like a valued partner, not an interruption.

Kindness isn’t just soft; it’s strategic. It smooths communication, strengthens loyalty, and helps people feel safe to be honest about their needs.

And while you’re modeling kindness, don’t forget to celebrate success. Recognition fuels morale. Send a congratulatory note after a big event. Share client wins on social media. Keep a stack of fun stickers to brighten someone’s day: “Way to Go!” “Office Hero!” or “Teamwork!” Send birthday, anniversary, or thank-you cards – these not only demonstrate kindness, they model the value of print.

Celebration isn’t fluff – it’s a powerful way to build a culture where people feel valued.

3. Be Present and Observant

Great service starts with awareness. When you walk your campus or your workspace with open eyes, you’ll see opportunities to help – big and small.

Did you spot a faded or handmade sign taped to a wall? Offer to print a better version. Hear about an event coming up? Reach out to see how your team can support it. Notice a colleague struggling with a task? Spot a full trash can or janitorial need? Be part of the solution.

Even simple acts – holding the door, offering a spare umbrella (a $5.99 umbrella can become priceless very quickly), lending a listening ear – build trust, visibility, and credibility.

Hospitality thrives when we slow down enough to notice what others need.

4. Show Hospitality to Your Service Technicians

Few people impact your productivity more than your technicians. When a machine goes down, we all hope for fast, expert help. But how often do we treat these professionals as true partners?

Welcome them as you would any guest:

• Reserve a parking spot if you can.
• Tidy up the space before they arrive – it’s respectful and safer.
• Greet them warmly and offer coffee or water.
• Be honest about recurring issues.
• Follow up with a thank-you email.

A technician who feels respected is far more likely to go the extra mile – and to return promptly when you need them most.

5. Remember: Hospitality Can’t Be Automated

In a world increasingly shaped by automation and artificial intelligence, hospitality is one of the few things technology can’t replicate.

Software can streamline tasks. Machines can improve efficiency. But no algorithm can replace the empathy, intuition, and human awareness that hospitality requires.

It takes a real person to notice when a client is overwhelmed, to sense when a team member needs encouragement, or to offer warmth in an otherwise transactional moment.

Hospitality isn’t a feature you program – it’s a relationship you build. And that relationship is what makes your in-plant more than just a service provider. It makes you a trusted partner in your organization’s mission.

When we lead with hospitality, we do more than meet expectations—we shape how people experience us. That kind of impact isn’t just good for business. It’s good for everyone.

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