Concept of Collision

For Tony Hsieh, the Concept of Collision is best things happen when people are running into each other and sharing ideas.  In college, he noticed that it was normal to randomly run into people all the time, and specifically when "serendipity happens."  Studies show that such random encounters increase innovation and productivity, Hsieh says.

I believe hospitality provides a platform for people to collide.  We need to engage face-to-face to truly feel connected.  Ironically, the more we communicate via social platforms (Facebook, Instagram,  Skype, Twitter, etc.), the more we crave human interaction.  This has contributed to the rise of coffee houses and restaurants opening up everywhere.  Brilliant!

However as collisions increase in hospitality, service standards must be raised to engage with guests in a more meaningful way, in order to facilitate a higher level of connection between guests.  Only then would hospitality become the ultimate host.  Incremental change will not suffice, this change must be based on Additionality - a positive difference from developmental intervention.  Investing in labor capital is a start.  Pay more attention to your employees than to your spreadsheet, equipment and design. Then share your successes and failures with your community, open source this information with the intent for the industry to become better.

After all, this is a people business and serendipity is a beautiful thing.