Simplified Luxury Service Behaviors

One of the many remarkable aspects of the hospitality industry (HORECA) is holding the record for the highest level of transferability when it comes to service standards and employee skills.

If all small/medium, customer-facing businesses (like beauty, fitness and wellness centers, healthcare and private medical clinics, entertainment providers, retail, banking, consultants, and freelancers) would apply the below principles with every customer interaction, we could see great service as normality and not an exception, or a treatment we deserve only when we choose a luxury environment.

By breaking complex customer service standards and concepts into simple, actionable gestures, words, and behaviors, I plan to help small business owners and entrepreneurs, with limited access to resources, to successfully self-integrate them into daily operations.

And dare to think even further: as a leader, serve your employees using the same, exact principles! Then seeing your team delivering great service only becomes a natural consequence.

Understanding Below-Meeting-Exceeding Expectations

Serving the coffee at the table:

B.E.: "Coffee for you. Anything else?"

M.E.: "Here's your coffee. Enjoy! Cream and sugar are on the side. Let me know if you need anything else!"

E.E.: "I have your freshly brewed coffee. My name is Mary, what is yours? Mark, do you have any preferences for cream or sweeteners? And, in case you like pastries (who doesn’t?) we just took the vanilla croissants out of the oven! Would you like to have one?"

The Smile

The smile is a universal expression of warmth and friendliness. While its interpretation may vary across cultures, the underlying positive sentiment is indisputable.

It takes considerably more effort (physically and mentally) to smile than to frown or be neutral. However small the gesture may be considered it does require consistent self or external reinforcements.

Knowing when to smile and when NOT to smile is a valuable transferable skill.

The Name

“Remember that a person’s name is to that person the sweetest and most important sound, in any language!” Principle 3 in Dale Carnegie's book "How to Win Friends and Influence People" (2017, by Simon&Schuster)

The most efficient way to learn someone’s name is (get ready for the magic recipe!!) to present yourself and ask for their name!

…for now, ignore the fact that you need to carefully listen, understand the name, repeat or ask “How to pronounce it?”, ask “How can I call you?” if the name is exceptional (difficult), remember the name and use it during the interaction but not too much, also…

A minute

” I’ll be with you in a minute!"

This still counts as a specific promise of time… unless you plan to respect it, consider using “a moment” instead!

From “No Problem!” to “My Pleasure!”

“Could you, please, bring some extra sauce?”

“No Problem!” “Don’t worry!”

If there is no actual problem to be solved, choose the more elegant alternatives: “Sure!”, “Of course!”, “Right away!”, or even the luxurious “My pleasure!” (maybe not for the sauce…)

Be Proactive

Make everything easier for the customer, remove any obstacles, and minimize their efforts.

“Let me…”, “Allow me to…” (the second part can very well be silent, by using the right gesture) …throw out that empty bottle, take your coat, hold the door, collect the used plates, refill the almost empty glass, take the luggage, offer a blanket, present the menu, recommend a dish, etc.

The "NO, BUT…”

Saying "No" or "We don't have" or “It’s not possible” is a reality in many situations, and simply avoiding these phrases isn't a solution. When we respond with helpful suggestions and genuine intentions to assist, we can significantly reduce disappointment or even guide the customer to a better solution than they thought initially

Anticipating Needs

The chances for anticipation of needs to happen naturally are rare. This skill calls for extended practice. There are two main tools to help you simplify it:

Prepare: know who is coming, what are their names, when do they arrive, what are their preferences and visit reason;

Observe & Act: look for cues to help you connect: luggage tag, name on the credit card, gestures and non-verbal signals, accessories, and personal object;

Asking the right questions:

“Is ALL OK?” asks the waiter shortly after you start eating the meal. They are asking about everything and nothing in the same time! Can this question be personalized? Of course, here is a basic example: “How is the truffle risotto?” / "Is our risotto meeting your expectations?"

Closed Questions: require a short and specific answer, often a "yes" or "no" or a brief piece of information (a number, a date, a color, a flavor).

Open Ended Questions: encourage more detailed responses, rather than a simple "yes" or "no." They often begin with words like "how," "what," "why," or "tell me about."

Explore more details and an abundance of examples in the upcoming eBook: "Normalize Great Service. The 5-Week Plan - A detailed, practical guide, inspired by 5* hospitality best practices, for entrepreneurs and small-business owners to better serve their employees and customers."