The Brown and Gold Standard: Bringing hospitality to life

What does hospitality truly mean? As the saying goes, “Service is black and white; hospitality is color.” While service means performing a job with confidence and efficiency, hospitality brings an extra dimension—it’s about making people feel valued, engaging with them genuinely, and creating authentic connections.

Thirty-five Big Horn County employees and local business professionals participated in an interactive workshop designed to enhance customer service skills. 

The session was led by Joddee Jacobsen, University of Wyoming Educator in Community Vitality and Health (Natrona County), and Hailey Sorg, University of Wyoming Educator with the Jay Kemmerer Wyoming Outdoor Recreation, Tourism, and Hospitality (WORTH) Institute. Through hands-on activities, participants explored ways to elevate their customer interactions.

The workshop focused on key areas such as making memorable first and last impressions, building strong customer relationships, and refining communication skills. Jacobsen and Sorg provided practical techniques to enhance business services and create a more positive impact on customers’ experiences.

One of the most valuable lessons was the art of handling upset customers—turning a difficult situation into an opportunity to build loyalty. By making customers feel heard and valued, businesses can foster lasting connections and encourage repeat visits.

With hospitality as the heart of exceptional service, Big Horn County businesses are now better equipped to go beyond expectations, leaving lasting impressions that keep customers coming back.

For more information about the Brown and Gold Standard, contact Gretchen Gasvoda-Kelso, University of Wyoming Big Horn County 4-H educator and county coordinator, at (307) 272-0576.