It's Tuesday at 2:00pm! (PST Time: I live and work from Southern California)
This weekend Gina and I spent some days away celebrating our 32nd Wedding Anniversary. We cashed in some hotel points and enjoyed a fabulous weekend in a beautiful location. The hotel, the food, the pool, views and the company were all wonderful.
Another things that was great was the service. The staff went above and beyond to make our stay perfect. This doesn't mean that everything went smoothly, in fact we had a couple of bumps along the way, but the issues were resolved quickly, and we were able to fully enjoy our time.
I went for a walk one day, and on my way back, I saw this sign above the door to the staff entrance. I snapped this picture of it, and then thought about it for a few days. I've heard this saying before and have read about it, but this was the first time I was able to experience it. The staff did go above and beyond to be professional, to resolve issues, and to have a true serving mindset.
I searched online for more information on this sign, and this is what I found:
*"We've always liked that phrase because it is a dignified and courteous reminder that the way we present ourselves to one another matters greatly."
* "It should go without saying that the quality of your work matters, but the way you conduct yourself and the image you project are of great importance, too."
* "Remember - each of us is always on stage."
When I went to the hotels website, it went a step further. They talk about their values, and their promise, but they also identify 3 "steps of service", or three things that everyone will do, and it's simple:
1) A warm and sincere greeting.
2) Use the guest's name. Anticipation and fulfillment of each guest's needs.
3) Fond farewell. Give a warm good-bye and use the guest's name.
The thing I was impressed with was how simple it was, but I was also impressed that "everyone" we came into contact with displayed these qualities.
Here's the challenge today, first to myself, then to you:
- What is my personal promise in the way I treat people that I engage with every day?
- What are my "steps of service" that I can apply to those I work with, those I serve?
- How am I presenting myself to others? Am I working at it, or do I just show up?
I can learn something from this hotel chain. They have figured it out, and they have created a brand that is know for excellent service, hospitality and a staff culture that gets it.
I want to be known for the same thing. When people think about me, I want them to feel cared for, appreciated, valued and honored. I try to do this, but often I'm too busy, too tired or to focused to treat people the way I really want to treat them.
Today, I simply want to challenge you to answer these questions:
What do you want others to say about you, either to your face, or behind your back? What do you want to be known for?
Then....
What are some simple "steps" you can take to build those values into your life, into your relationships and into your work culture?
"Do right. Do your best. Treat others as you want to be treated." Lou Holtz
"Never stop doing your best just because someone doesn't give you credit."
"Seize life! Eat bread with gusto, drink wine with a robust heart. Oh yes - God takes pleasure in your pleasure! Dress festively every morning. Don't skimp on colors and scarves. Relish life with the spouse you love each and every day of your precarious life. Each day is God's gift. It's all you get in exchange for the hard work of staying alive. Make the most of each one! Whatever turns up, grab it and do it. And heartily! This is your last and only chance at it, for there's neither work to do nor thoughts to think in the company of the dead, where you're most certainly headed. Ecclesiastes 9:7-10 The Message
