As I’ve written previously, love IS service and service IS love. In many ways, an authentic act of service speaks volumes about what we are capable of when our intentions are selfless. On a recent flight, I thought deeply about what service should feel like when mixed with passion, and I realized a few points that go to the heart of what service is truly about.
Who are we serving?
Some people have a habit of adjusting their service based on how important they believe a particular guest is. One of the reasons that is so dangerous is because you really never know who you are serving or what their circumstances may be. One guest may have a terminal illness with months to live and decided to have one last stay at a luxury hotel. Another guest may have been saving money from their paycheck all year just to have one memorable dinner at your restaurant. You may have a couple who are on the brink of divorce, and agreed to have one last try at their relationship, so they came to your hotel to help re-kindle their spark for each other.
We have no right to treat anyone like they are “just a guest”. That is simply wrong, and even immoral. Every guest has a story and it is our obligation to honor that guest regardless of what the story may be.
Space
Literally, as a result of interacting with you, guests should feel better about their day. Whether it’s sitting at the bar or checking in at the reception desk, or interacting with a housekeeper in the hallway, something should be memorable about that touchpoint. Guests should feel better as a result of entering your space, not worse. In fact, don’t think you must create some big WOW experience for the touchpoint to be memorable. A genuine smile…a kind compliment…even inquiring about the guest’s stay can be memorable. The key is to approach each and every touchpoint with love in your heart, and the guest will feel it.
The Grand Bazaar
On a trip to Istanbul, I had the pleasure of visiting the iconic Grand Bazaar. As you know, it is one of the largest tent markets in the world with thousands of vendors who sell everything from leather jackets to carpets. As I was walking through one of the cavernous hallways, I saw a modestly-dressed man standing outside of a draped curtain. He exuded an aura of hospitality and warmth. It soon became obvious that the curtain was the “door” to his store, which was not much bigger than a closet.
He welcomed me into his store and immediately offered me a seat, which was a milk crate. Then, he offered me a cup of freshly brewed hot tea. Only after expressing his gratitude for me entering his space, did he offer to present some of his garments for sale. He had intimate details of who made each piece and the workmanship that went into it. I happily bought several items. Key Takeaway: Whatever you decide your space to be, have honor for it and consider it to be a “sacred” space. Your guests will feel it.
Relentlessly protective
Be relentlessly protective of who gets to play on your team. That hiring decision can be phenomenal or catastrophic. It can be phenomenal when you carefully attract people who already share the values of your company. It can also be phenomenal when you strategically interview, then thoroughly orient them. On the other hand, catastrophe ensues when the following rationale is used, “But I have to fill this role now! I just can’t wait for the right person or wait for the next orientation date.” That mindset is a perfect recipe for high turnover, stress, and high blood pressure.
Here’s the bottom line: Passionate people love to work with other passionate people. It’s that simple. The most efficient way to de-motivate your best employees is to carelessly allow the wrong people on the team, and then tolerate their mediocrity. In that work environment, your best staff will either quit and leave…or quit and stay. Neither is good.
In the end, service has a purpose, and a noble purpose at that. We serve because serving is a good thing, and good things are worthy to be exalted. So, you are not merely cleaning rooms, or cooking food, or booking dinner reservations or fixing sinks. No. There is much more significance to your role. There is much more purpose to your role. If you truly understand what that means, then you have the ability to impact lives, one guest at a time. Whatever your job may be, do it with love and you…will…not…fail.
About the author
Dr. Bryan K. Williams is a keynote speaker, author, and consultant, who champions service excellence and organizational effectiveness. Bryan has spoken to hundreds of companies and trade organizations in over 20 industries. In addition to working with luxury hotels throughout the U.S., Canada, Mexico and the Caribbean, he’s presented throughout Europe, Asia and Africa. He is the author of two books on service excellence, and was the Global Corporate Director of Training and Organizational Effectiveness for the Ritz-Carlton Hotel Company.
Bryan’s passion is to serve others so they may better serve the world.
