Focus on how your service is delivered.

Many industries are figuring out what sells: service. This includes not only the services or products that a company is delivering, but also how they are delivered.

Across the multiple sectors of the hospitality industry in particular, people are paying attention to what you are doing and how you are doing it. Hotels and restaurants are creating experiences for guests that many people will remember for a lifetime. However, it’s not enough to design a fun vacation spot and then have that service delivered by someone who doesn’t understand what it is to serve others.

A nuanced approach to working with guests is necessary to getting the level of service provided to people just right. It involves a keen understanding of human nature, social cues, and an amount of empathy.

I believe there is an opportunity here for people to help train a new generation of service providers that treat providing service as a craft. For me, it starts with a few basic ideas and skills:

Respect - for yourself and others

Anticipating needs - be a step ahead of your customers

Hustle - move in an efficient and effective manner

Appear natural and not robotic - this can’t be stressed enough

Empathy - put yourself in their shoes

Friendly - provide service with a smile

Everything’s connected - you never know who you are talking to and who they know; treat everyone the same.

There are likely many more things that could be added to this list. Or different takes on what exactly constitutes service.

The bottom line is that people should be treated like you would want to be treated. It’s really pretty easy.