Intentional vs Absent Service
I had two polar opposite experiences this week within just two days.
The first was a special date night at one of my favourite restaurants, Grossi Florentino. Although I have been there a number of times, the service on this occasion was at another level.
While the food itself was exceptional, we found ourselves discussing the service experience. The thoughtful details that made the difference: the warm welcome, being escorted to our table, the stool cushion for my handbag, and being walked to the restroom instead of just pointed in the right direction.
It is the way the butter is presented. The thoughtful congratulations written on the dessert plate after being asked if it was a special occasion. The gelato cart where it's served tableside. The knowledgeable sommelier. All these elements, when brought together, create the complete experience.
All exceptional customer experiences are by design, not by default.
We spent some time talking with Giacomo, our server, about how blown away we were by the experience he and the team had created for us. He shared that before each service, they have their team huddle to talk about why guests are there and the experiences they wish to create. It could be for a birthday, a special occasion, a 21st, or the place people have been taking their children since they were five who are now adults. They come out onto the floor with the mindset of creating memorable experiences.
And that is what makes the difference - intentional service.
This was in direct contrast to the next day when I had to return an item of clothing. No welcome or greeting, and no one offering assistance as I was wandering around the store, despite there being four team members working on the floor.
Instead, two of the team leaned on the counter chatting and I overheard them talking. "Only 3 hours and 14 minutes to go until our shift ends," one of the team sighed, while the other agreed, "I know, right!"
And while I acknowledge we all have challenging days, this is about the mindset we bring to work each day, as well as the role of leadership.
The Role of Leadership
Leadership is creating the environment for people to shine, as well as setting expectations about the level of service the team is to provide. It's setting the service standards, then enabling and empowering people to deliver outstanding service. It's the morning huddle, the online catch-up, it's creating the environment and intention for how we show up as a team to serve. And this extends beyond hospitality or retail—it can be applied to any environment, be it in the commercial, government, or not-for-profit sector.
Here are three simple ways to bring intentional service into your service approach:
1. Start with intention:
Take 5 minutes before your workday to set a service intention. How do you want your customers, colleagues or team to feel after interacting with you?
2. Create team connection:
Initiate a daily huddle to align on the experiences you want to create that day.
3. Practice presence:
Throughout the day, gently bring yourself back to the customer, colleague or team member you are interacting with. Every day, and with every interaction, we can choose to be intentional in how we serve our customers, our people and each other.
I am reminded of the quote from Robin Sharma:
“Being good to just three people a day means you will uplift ninety human beings in one month, one thousand and eighty in one year, ten thousand eight hundred in a decade and almost one million people by living the normal lifespan.”
The impact of our service extends far beyond what we can see.
The difference you make through intentional service or leadership could create ripples that transform someone's day, their experience or even their life.