Service = Action

As I have posted before, Service is doing that which others need but are unable to do for them selves. Or it can be doing what other would rather not do for them selves. Either way, service is still doing something for another.

The key here is action. Service means to do something, and doing something requires action. To do means to act.

In my famous service rule, “Do whatever it takes to make the guest (or customer) happy” the key word is “Do.”

This word implies that action needs to be taken. This action is on the shoulders of the staff member who had the initial contact with the customer.

The idea is to do something so the guest does not need to wait for a manager to be tracked down. If the employee has the ability and knows what the best course of action might be, then let them take that action on their own behalf.

After all, most of the time they know what the manager will do, so let them do it and take care of the guest so the manager can do manager type things.

As long as the guest is happy, then proper service has been rendered. The right thing was done. The correct course of action was taken.