What would you do if you had a guest ask for an espresso while working at a restaurant that didn’t offer espresso?
TJ, Chef and Owner of an American/Italian restaurant in Sherman, TX, was faced with this scenario. What did he do? TJ ran across the street to Starbucks and got all three of his guests what they asked for.
They didn’t know he was going to run across the street. They asked for something, and he made it happen at his own inconvenience.
The average server or manager would politely apologize, inform the guest that they don’t serve espresso, and suggest an alternative option. Maybe a cup of coffee? The thought of crossing the street to the café may have quickly entered into their mind, but it would have been dismissed as being too much of an inconvenience just as quickly.
THESE ARE YOUR MOMENTS TO BECOME UNSTOPPABLE!
The sense of inconvenience is your cue to deliver over-the-top hospitality. The most valuable asset we all have is time. The more generous you are spending your time being attentive to the comfort and happiness of your guest, the more hospitable you’re being.
Your hospitality is directly proportional to the level of inconvenience you feel to complete the task required of you. The trick is to train your mind to get excited for inconvenient moments. Too often, we allow these inconveniences to flood our minds with emotions of irritation and resentment.
But why?! Why not use these moments to get excited?
We’ve evolved beautiful minds that allow us to choose whether to be happy or sad, delighted or irritated. Choose to be happy and delighted to make someone else’s day. You may find that by doing so, it will make your own day.
I’d even be willing to suggest it could make your career.
Remember the example I used in the beginning of this post? TJ chose to inconvenience himself by running across the street to Starbucks. But he didn’t see it as an inconvenience, TJ saw it as an opportunity to impact his guest by making a memorable dining experience. He chose to deliver over-the-top hospitality.
When TJ set out to open his own restaurant, guess who his largest investors were?
Yes, you guessed it. The three guests, who asked for espresso and got it, even though it wasn’t on the menu.
Every moment of every day, you’re developing your own reputation and gaining social capital. It’s your job to create as many positive ripples in your customers’ lives.
Every positive ripple you send into the ether compounds over time and comes back to you. Sometimes, in the form of actual capital that you can use to invest and progress in your career.
