When people hear the word hospitality, they usually think of restaurants or hotels—not IT. But after reading Unreasonable Hospitality by Will Guidara, I started thinking about what true hospitality looks like in a technical setting. His stories from Eleven Madison Park—a world-class restaurant—weren’t really about food. They were about people. About making people feel special, heard, and cared for.
That idea hit home for me, because at Stringfellow Technology Group, we’ve always believed that IT should be personal.
Helpful.
Human.
And hospitality isn’t just a nice-to-have—it’s the difference between being a vendor and being a partner.
We’re Not Just Solving Problems. We’re Helping People.
Every day, our clients come to us when something isn’t working. It’s rarely because things are going smoothly.
That means their first interaction with us often happens in a moment of stress—when emails are down, systems are locked, or something’s disrupting the flow of their business.
Those moments are our chance to do more than just fix a technical issue. They’re our chance to show up with compassion, professionalism, and respect—what we call CPR.
Why “Compassion” Comes First
When we first developed our CPR philosophy, the “C” actually stood for “Competency.” But over time, we realized that competency is just table stakes.
You expect your IT partner to know what they’re doing. It’s compassion that makes the difference.
That’s why we made the change. Because compassion is what shifts the interaction from transactional to transformational. It’s what makes someone feel like they’re being helped by a team that cares, not just a help desk that’s checking boxes.
The Service Desk Is Where It Starts
Our service desk team is on the front lines. They’re the first voices our clients hear when things go wrong. And we’ve trained them to lead with empathy, not ego.
Yes, we hire smart people. Yes, they know their stuff. But more importantly, they know how to make someone feel heard.
That’s not always the norm in IT—and that’s intentional.
We’ve had clients tell us they actually enjoy calling our support team. That’s not something you hear every day in this industry.
Hospitality Is What Sets Us Apart
There are a lot of IT providers out there. Many of them are technically sound.
But few focus on how they make people feel. That’s where we’ve found our edge.
Clients remember when someone went the extra mile. They remember when a technician took the time to explain, or stayed on the phone until they felt at ease.
They remember when we treated them like people, not just tickets.
That’s what builds loyalty. That’s what builds trust. And that’s why our clients stay with us.
Final Thought: It’s Always About People
Hospitality in IT isn’t about grand gestures. It’s about consistently showing up with compassion, professionalism, and respect—especially when people are stressed, overwhelmed, or frustrated.
It’s about making them feel like they’re not alone.
At Stringfellow, we’re proud to lead with hospitality.
It’s not just a mindset—it’s how we do business.
