8 Words

There's something that kills service.

It's not lack of process, nor lack of training.

It's when the people serving feel less.

Let me tell you a quick story.

There was a teenager who got his first job at a fancy hotel.

One of those where you know not just anyone gets in.

Before he started, his mom told him:

Behave yourself.

Wash your hands.

And then she added something:

Remember, this hotel is only for Ladies and Gentlemen. Very important people.

We couldn't come here. This is for refined people.

That kid was 14 years old and had a very clear dream: to work in hotels.

So he dropped out of school and got a job as a dining room assistant.

He traveled hours every day.

He slept little. Earned little.

But he was happy.

He served “important” people.

His plan was simple: do his job well and stay out of the way.

Go unnoticed.

Until one day he realized something.

In the restaurant, there was someone who moved differently.

It was the head waiter, the maître d'.

The one who attended to the most demanding clients and made sure everything went well.

He wasn't the owner, nor was he a millionaire.

But everyone treated him as an equal.

Clients listened to him.

They looked him in the eye.

They wanted to please him.

And he?

He didn't hide, nor did he shrink.

He walked calmly. With pride.

Years later, while studying hospitality, he was asked to write an essay about what it meant to serve.

And he titled his essay with a simple phrase:

Ladies and Gentlemen serving Ladies and Gentlemen.

Eight words.

It wasn't a pretty phrase.

It was a philosophy. And it said something very specific:

He who serves is not inferior.

Do you know who that kid was?

His name was Horst Schulze.

And he ended up becoming the president of Ritz-Carlton.

And he made that phrase the company's motto.

Now, think:

How many times do you see your people shrink in front of a client?

Or provide the bare minimum?

Or disappear so as not to inconvenience?

It's not that they don't know.

It's fear.

Because we were taught to put the client on a pedestal.

To see them as untouchable.

And no.

They are a person just like you and me.

They brush their teeth.

They get heartburn.

They watch Netflix.

The client will treat you how you invite them to treat you.

If you make yourself small, they will look down on you.

If you stand your ground, they will respect you.

Remember: nobody can provide great service if they feel small.

If you want to learn more about the art of serving, reply "dignity" and I'll send you a conversation I had with Martha Debayle about the art of serving.

I hope it helps you.

With warmth,

Carlos.

P.D. Remember, serving is the way.

PD2. If you want help getting your team to provide exceptional service and improve your results, let's talk.

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Shopology S.A. de C.V.

Av. Pacífico 468 Local C, Coyoacán, Ciudad de México, CP 04330, México

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