The Hospitality Mindset isn’t a book about better customer service—it’s a blueprint for unforgettable client experiences that create loyalty, spark referrals, and make your business impossible to ignore.

Drawing on the behind-the-scenes brilliance of world-class hotels, airlines, and restaurants, Kevin Shirley reveals the small but mighty principles that transform everyday business interactions into emotional moments worth remembering—and sharing. Whether you're a solopreneur, coach, consultant, or creative, this book shows you how to infuse your work with the kind of care, warmth, and intentionality that clients never forget.

You’ll learn how to:

• Choreograph extraordinary first impressions

• Anticipate needs before they’re spoken

• Create signature moments clients rave about

• Recover from service missteps with grace (and gain loyalty in the process)

• Design systems that deliver high-touch experiences consistently—even on your busiest days

With practical examples, “Hospitality Hacks,” and reflection prompts in every chapter, The Hospitality Mindset helps you build a service experience that feels luxurious without being expensive, memorable without being manipulative, and scalable without sacrificing authenticity.

This isn’t just a business strategy—it’s a transformation. Because in a world full of transactions, the way you make people feel is your most powerful competitive edge.

Your business isn’t what you sell. It’s how people feel while you’re selling it.

Kevin Shirley is a business strategist, former real estate executive, and lifelong student of service psychology. With three decades of experience helping entrepreneurs and service providers design businesses that feel as good as they perform, Kevin blends sharp insight with a warm, conversational voice that makes even the most sophisticated concepts easy to apply. He’s the author of multiple books on client experience, intentional business design, and modern entrepreneurship—and he still believes in handwritten notes and perfect hotel lobbies.