Customer Service vs. Municipal Hospitality with Chris Gilbert | Ep. 136

2025-12-10

Chris Gilbert intrinsically believes that when residents feel seen, heard, and cared for, they become more supportive and trusting of their government. He argues that "customer service" is the transactional act of doing what needs to be done for the customer. However, municipal hospitality is centered around how you make residents feel during and after the delivery of services to them. The Springfield Township administrator launched Municipal Hospitality Advisors after a fateful celebratory birthday dinner with his wife ...

Chris Gilbert intrinsically believes that when residents feel seen, heard, and cared for, they become more supportive and trusting of their government.

He argues that "customer service" is the transactional act of doing what needs to be done for the customer. However, municipal hospitality is centered around how you make residents feel during and after the delivery of services to them.

The Springfield Township administrator launched Municipal Hospitality Advisors after a fateful celebratory birthday dinner with his wife whereupon he was blown away by the actions of the restaurant owner.

That experience and the general approach of the hospitality industry towards providing value and memorable experiences to their guests formed the foundation for Gilbert's trainings.

SHOW NOTES:

Chris Gilbert's LinkedIn Profile and website: https://www.municipalhospitality.com/

To learn more about Sam Toles' social media training for elected officials, go to: https://civisocial.com/aame

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