Do You Work Like You Own It?

No matter what the job title is, everyone has the power to create memorable experiences for their customers. Regardless of the setting or the industry, service excellence begins and ends with at least one person having the desire to not just serve, but to literally improve the life of someone else.

While for some, "improve someone's life" may sound like over-reaching, think of the days when nothing seems to be going right. Then all of a sudden you go to a grocery store, petrol station, or a restaurant and one employee gives a smile, positive eye contact, and treats you like absolute royalty. That one employee just made a profound and memorable impact on you whether you realize it or not.

A famous quote from Dr. Martin Luther King Jr., reads, "If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well".

It is always refreshing to see service superstars with passion, pride and professionalism. If they had a declaration, it would read:

I am passionate about serving others.
I follow up with guest complaints until they are 100% satisfied with the resolution.
I do not blame other departments for service errors.
I consistently look for ways to go above and beyond to delight my customers.
I take initiative and ownership to create memorable experiences for my customers.
I am consistently warm and receptive.
I am not only an ambassador of my company, but of my industry.
I can make my customers feel special by being attentive and eager to serve.
I help my teammates get better.
I always search for ways to improve my service.
I am engaging.
I work like I own it!

Source: e-hotelier.com