Mike Melton argues that independent/local businesses can beat large national chains not by competing on price but by delivering superior hospitality (an experience beyond mere customer service). He cites hospitality powerhouses—Disney, Ritz-Carlton, Chick-fil-A—as examples and frames hospitality as the key differentiator.
Can I compete with big national chains like Discount Tire? Of course you can. So the way you beat big conglomerates like that, Mavis Discount, big Firestone stores, any big national brand, you can always beat them. And this is how. So you can try to play the price game. I don't recommend trying to play the price game. You can absolutely, absolutely beat these companies with hospitality. Not cut, not just customer service, because think about customer services, right? You can go through a drive through and get service at McDonald's. Where can you get hospitality at? Now hospitality is the game changer because what's going to happen is you're going to give them an experience they never had ever at another establishment like yours. So for all the naysayers to say I'm totally wrong, let me explain something to you. So who are the number one companies in hospitality? Let's see. Disney does a pretty good job. Billion, multi billion dollar company. Ritz Carlton does an amazing job. Another multi billion dollar company. Chick Fil A does an amazing job. Another multi billion dollar company. So for all the haters, let me know I'm wrong.
