By: Steve Curtin

Steve Curtin — Wed, 17 Feb 2010 16:23:50 +0000

Right on Curt! Passion can’t be taught. That said, everyone is capable of developing passion for something. If you operate a service-based business like a restaurant or hotel, you’d benefit by hiring employees who have a passion for service.
On a staff of 100, there will be someone with the most passion for service. His or her name will appear in letters and comment cards to the general manager and, more than likely, a brass plate (or two) with their name will appear on the Employee of the Month board…
And process of elimination suggests that there will also be a staff member with the least amount of passion for customer service.
I had an interesting experience with a resort in KY that shed light on how to engage an employee around customer service who otherwise, at least externally, appears to lack passion and enthusiasm.
A manager identified a F&B employee who appeared indifferent towards serving customers but who he knew from previous conversations had a passion for bourbon (they’re located in KY after all…).
When this hotel began offering bourbon-themed “Barrel Nights,” this employee served as the ambassador of the event and used his unique knowledge regarding the history and production of bourbon to engage, inform, and entertain guests!
I love this story because it suggests that everyone has the potential to display passion. And while it may differ from the way we typically define “passion” for serving others, good managers (like the one in this story) will identify what interests and engages their employee, and provide them with the appropriate stage to showcase their unique passion.
Thanks for sharing Curt!

Comments on: Customer Service Done Right

By: Steve Curtin