Participants' reaction to the 5* Mindset

🙄Skeptical. Definitely surprising. Sometimes even inappropriate!

This is how one of the basic luxury hospitality principles I share in all my workshops is perceived.

My favorite and recurrent topic: 👑 Treat your colleagues as you treat your customers. 

I know I see this wonderful idea with the passionate and privileged eyes of a luxury behaviors practitioner for over 15 years. Still, the resistance to the simplicity of this concept is just hard to accept!

So, I tried to understand why (paraphrasing from different opinions I received over the time):

> Colleagues are equals; they don’t deserve special treatment like the customers who pay at the end.

> I’m already overwhelmed— “serving my colleagues” feels like extra work;

> Serving also colleagues seems unnatural – what does that even mean, addressing them with Mr. and Miss.? 

> I don’t have the necessary empathy bandwidth for all my colleagues as well, customers are enough!

All these reactions only highlight how deeply ingrained our workplace habits and mindsets can be!

A healthy service culture starts from within and then effortlessly propagates across all customer interactions!

But this requires role-model serving leaders, a clear plan, strong drive, and a lot of celebration, a combination of factors that is rarely a priority.

New "serving colleagues" approach:

😎 Phase 1: Do your job at an excellent level!

> Show up on time and deliver what you promised every day. 

> Make that report accurate and complete so you don’t give extra work or delays to your colleagues. 

> Share updates and keep colleagues informed to prevent misunderstandings. 

> Bring good energy to your work—it motivates everyone!

> Clean as you go. 

🤼Phase 2: Work with others in mind!

After you master your own responsibilities, move one level up adding the INTENTION of minimizing work for others.

> Organize shared files in a clear and accessible way so colleagues don’t waste time searching

> Offer to bring a document to a different department because you are going anyway

> Make a detailed and “heads-up!” handover.

> Reply promptly and concisely to reduce back-and-forth, or speak on the phone to minimize the email loop.

🎁Phase 3: Go the Extra Mile

The level of active contributions, supporting your colleagues beyond your tasks.

> Help a teammate learn a new tool or system you’ve mastered. 

> Clean a shared workspace without being asked. 

> Step in to assist with a difficult customer or project. 

> Suggest ideas to improve team workflows or morale. 

> Offer to swap shifts or tasks if someone needs flexibility.

❤ I am now working on redefining the services I offer, and my focus this year is bringing valuable hospitality concepts into non-hospitality-related workplaces and industries. I strongly believe that serving each other well is the foundation of progress!

❓ What do you think about my plan?