Marc Haine tells hospitality workers to stop phoning it in. Treat each table like a wedding reception, each customer like they're the only one that matters. Every interaction is someone's day being made or broken.
I think that we get so carried away by our environment that we forget what we're here to do. I see this again, hospitality being— I used to joke in hospitality, if it wasn't for all the people, this job would be so easy. But the bottom line is that when we're in as service providers, and that could be, you could be an optometrist giving service. You could be a dentist giving service. You could be in a restaurant giving service. We do the work every single day, day in, day out. We have our strengths and our weaknesses. We have our highs and our lows and our energy levels and so on. And we react to our customers within those flows. One of the things I used to do with my serving staff because we also in hotels did banquets. And every time we did a banquet, we had to make absolutely sure we were bang on. It had to be 100%. I mean, you could not go to a bride whose wedding you just messed up and say, oh, I'm terribly sorry that didn't go well. Can we give you a 25% coupon for the next time? You just can't, right? And so, I used that kind of focus of putting on that production. And I would tell my serving staff in the restaurant, see each of these people at these tables? Each one of them has their own event. We don't know if this is the first time that they're meeting. We don't know if this is a repeat, a second date. Maybe it's a business meeting. But everybody's here with their own mini event. And if we can treat it like that, Then, whenever we walk into the dining room, we can think, I want to make this event great for them. And so, it takes a lot of intentionality. But where it goes wrong is that we get complacent. We just get into the same flow over and over again and it's same repetitive stuff. And then, we stop caring and we stop going into this is my job mode.
Just treat every day like a banquet. Every customer in front of you, you can make their day or break it.
