Service Excellence 101: The LOVE Business

Everybody can be great, because anybody can serve. You don’t have to have a college degree to serve. You don’t have to make your subject and verb agree to serve. You don’t need to know about Plato and Aristotle to serve. You don’t even need to know Einstein’s theory of relativity to serve. You only need a heart full of grace. A soul generated by love.

Ladies and gentlemen, if you are serving others, then you are in the love business. To love means ‘to care deeply for’, and every customer, on some level, wants to be cared for. Whether it’s in an airport, hospital, hotel, nursing home, spa, train or restaurant, customers want to know that whoever happens to be serving them cares about their well-being. Yes, hotel guests appreciate luxurious room accommodations, but what they are really paying for is assurance that the staff will care enough to be attentive and look for ways to create exceptional memories for them. Yes, hospital and long-term care patients expect the medical team to help them feel better but, deep down, they also want to know that you will not treat them as just another patient in their already-busy day. People want… no… people yearn and crave to be loved. They need it.

The kind word you say to the customers, may be the only kind word they have heard all day… or all week… or all month. You don’t know what their personal circumstances are. The man you are serving could have only a few weeks to live and he now finds himself being served by you. A woman could be having the worst year of her life for various reasons, and she now finds herself in your spa, your restaurant, your airline, or your bus. Your genuine smile may be the catalyst to turn her day completely around. In the end, money can buy material possessions, but memories and how we feel are all we have.