Great Service May Need to be a Core Value
By Beth Standlee, CEO, TrainerTainment
Can great service be taught? This question has lingered in the minds of many business leaders, trainers and guest service professionals. The answer, as I see it, is nuanced. While the steps of service can certainly be taught, truly great service goes beyond the mechanics. It stems from something deeper — a genuine desire to serve, which cannot be easily faked or forced.
This revelation became crystal clear to me during a recent trip to New Orleans. The city is known for its vibrant culture, rich history, and, as I discovered, an unmatched level of service that left a lasting impression. Whether we were checking in at the hotel, receiving directions from a security guard, being seated at a restaurant or even just having our IDs checked, every interaction was marked by warmth and sincerity. Each person smiled, looked us in the eye, and connected in a way that felt natural and heartfelt. It wasn’t just about performing a job — it was about being genuinely interested in making our day better.
In New Orleans, I saw what happens when people truly embrace the spirit of service. The warmth and hospitality I encountered seemed to flow naturally from a deep-rooted desire to connect with others and make them feel valued. It wasn’t something from a training manual; it was a mindset, a way of being.
One of the core values at our company is that “We Believe in Being in Service to Others.” I’ve always believed that the world would be a better place if more people adopted this service-first approach. When you genuinely care about helping others, it shows in every interaction. It’s not about going through the motions; it’s about being present, attentive and engaged. It’s about seeing each person as more than just a customer or a task, but as a fellow human being deserving of your best.
Now, I don’t want to come across as preachy, but there’s something valuable to be learned from the southern hospitality of New Orleans. We could all benefit from approaching our interactions with others with the same sincerity and joy that I experienced. It’s about taking a moment to connect, even in the smallest ways, and recognizing the impact that can have on someone’s day.
So, how might you embody this spirit of service in your own life? Here are three simple steps to get you started:
1. Smile and make eye contact. A genuine smile and eye contact can go a long way in making someone feel seen and valued. It’s the first step in creating a connection and setting a positive tone for the interaction.
2. Find something nice to say. Compliment someone on their outfit, let them know you’re glad to see them or simply offer a warm greeting. To be welcoming and kind helps create a friendly atmosphere and makes the other person feel appreciated.
3. Be curious. Ask a question to show you’re interested in the other person. It doesn’t have to be anything deep, just something to indicate you care about their experience or their perspective. This can open the door to meaningful conversations, fun and even gratitude for the day.
Try these steps and see how they change your interactions. I believe you’ll be amazed at the difference it can make, not just for the people you’re serving, but for yourself as well. When you approach service with sincerity and a genuine desire to help, it becomes less of a chore and more of a rewarding experience.
In the end, while the steps of service can certainly be taught, great service comes from the heart. It’s about being in tune with others and finding joy in the act of serving. So, take a page from the playbook of New Orleans hospitality and embrace the opportunity to make a positive impact on those around you. I’d love to hear how it goes and what you discover as you put these ideas into practice. (Email me at beth@trainertainment.com.)
Good luck and remember great service isn’t something you do; it’s something you live.
Beth is the CEO of TrainerTainment LLC, a training company devoted to the family entertainment and hospitality industries. Beth and her team are focused on helping the companies they serve to make more money through sales, guest service, leadership and social media marketing training. Training products and services are delivered in person, through books and DVDs, and virtually with e-learning courses, webinar development and 24/7 online access. Visit her company’s website at www.trainertainment.com.