A Quote by Stuart Wilde
...the waiter has to come from a place of concentration, subjugation, and complete, limitless service. Nothing is too much trouble. The customer is always right, even when he is wrong. There is no limit to what you will do to serve while that person is in your bar and in your care.
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Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?
Even when I ran my bar I followed the same policy. A lot of customers came to the bar. If one in ten enjoyed the place and said he'd come again, that was enough. If one out of ten was a repeat customer, then the business would survive. To put it another way, it didn't matter if nine out of ten didn't like my bar. This realization lifted a weight off my shoulders. Still, I had to make sure that the one person who did like the place.
I think you can love a person too much. You put someone up on a pedestal, and all of a sudden, from that perspective, you notice what's wrong - a hair out of place, a run in a stocking, a broken bone. You spend all your time and energy making it right, and all the while, you are falling apart yourself. You don't even realize what you look like, how far you've deteriorated, because you only have eyes for someone else.
Even if you tell yourself "Today I'm going to drink coffee the wrong way ... from a dirty boot." Even that would be right, because you chose to drink coffee from that boot. Because you can do nothing wrong. You are always right. Even when you say, "I'm such an idiot, I'm so wrong..." you're right. You're right about being wrong. You're right even when you're an idiot. No matter how stupid your idea, you're doomed to be right because it's yours.
The Wrong Person in the Wrong Place = Regression. The Wrong Person in the Right Place = Frustration. The Right Person in the Wrong Place = Confusion. The Right Person in the Right Place = Progression. The Right People in the Right Places = Multiplication.
If you get into a customer service fight with a hooker, even if you're in the right, you're in the wrong.
Widen your shriveled heart, make the interests of others your own and serve them as much as you can by sympathy, kindness, presents and so forth. So long as one enjoys the things of this world and has needs and wants, it is necessary to minister to the needs of one's fellow men. Otherwise one cannot be called a human being. Whenever you have the opportunity, give to the poor, feed the hungry, nurse the sick - do service as a religious duty and you will come to know by direct perception that the person served, the one who serves and the act of service are separate only in appearance.
Your rewards, all the years of your life, will be in precise proportion to your service. You are here to serve others, just as they serve you.
I think you're a much happier person if you say 'Even if I get involved in politics, I'm only doing so in order to serve the people'. You will sleep much easier, not serving yourself, but having done your best to serve the people. Even if you have not succeeded, at least you've tried. You haven't stolen anything, and you haven't robbed the people.
Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company's service is shoddy, doing a few things well can earn you a reputation as the customer's savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service.
In millions of encounters each year between the police and the public, it may be too much to expect that every officer will always get it right. But it is not too much to expect that we can put the right safeguards in place to hold officers accountable when they get it wrong.
You are allowed to do this - don't worry about the rules, don't worry about getting into trouble, your job is to take care of the customer. Your job is to make the person leave happy.
There's nothing wrong with being respected by your peers. There's nothing wrong with trying to do your best. There's nothing wrong with success. There's not even anything wrong with trying to get a raise. There's nothing wrong with that.
When somebody is a little bit wrong - say, when a waited puts nonfat milk in your espresso macchiato, instead of lowfat milk - it is often quite easy to explain to them how and why they are wrong. But if somebody is surprisingly wrong - say, when a waiter bites your nose instead of taking your order - you can often be so surprised that you are unable to say anything at all. Paralyzed by how wrong the waiter is, your moth would hang slightly open and your eyes would blink over and over, but you would be unable to say a word.
Sam Walton's values are: treat the customer right, take care of your people, be honest in your dealings, pass savings along to the customer, keep things simple, think small, control costs and continuously improve operations.
What you need to know about the next piece is contained in the last piece. The place to learn about your materials is in the last use of your materials. The place to learn about your execution is in your execution. Put simply, your work is your guide: a complete, comprehensive, limitless reference book on your work.
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