Simon Nash is the Owner and GM of Ohana Towels, helping businesses add more warmth and feeling to their customer care experience. In this interview, we cover many of the core elements of hospitality: a warm welcome, an emotional connection, and treating your guests like family in your home. Simon shares how the warm moist towel is a gesture of appreciation and care, and while it may seem like it doesn’t have a large influence, it actually is a big differentiator between a standard experience and a premium one. Additionally, Simon shares his views on how customer service and hospitality are different, mainly in that companies who focus on customer service ensure that the transaction is fulfilled to the expectation that has been set. Companies that focus on hospitality take an extra level of care toward those they serve. Simon also discussed the importance of employee engagement, and going beyond the functional elements of one’s job duties.