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Ladies and Gentlemen serving Ladies and Gentlemen…

…those words struck a chord within me…how we treat people matters.

The idea is that we treat our guests as ladies and gentlemen. At least we should treat our guests as though they're important.

Those who serve others should be treated as ladies and gentlemen, as well. They SHOULD be treated just as importantly as those they serve.

This is the motto of the Ritz-Carlton, “Ladies and Gentlemen serving Ladies and Gentlemen.” The cofounder of the company was Horst Schulze. He expressed that as a young hotel employee, he was basically told to expect mediocre treatment. He was not one of the important people who visited the hotel.

At that young age, Schulze’s observance of the maître d’ showed him an example of what he called ‘absolute excellence’. Everyone the maître d' encountered was treated with respect and excellence. The Ritz-Carlton motto was birth from this personal experience.

The point of the motto is that every person should be treated with such respect. Employees and guest can be treated with excellence.

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Excellence is providing the highest quality, the best of the best.

Financially tipping people is one way of showing our appreciation to the people who serve. But think about it, it's also important how those who serve are treated.

When we think of service, many times we consider waitresses, waiters, valet, bellmen, courtesy van drivers, and the like. I suggest that we expand our thinking.

Entrepreneurs and business owners, CEOs, managers, etc. consider your business clients, business partners, and business associates. Employers consider employees, employees consider employers.

For many years, I worked in the Defense Industry and lead the Configuration Management department. It was understood that the end-user was my customer. As such, they would receive excellent treatment. Except, I took it further.

I considered all my coworkers and team members as my customers.

Why? Because, we had a job to do. To be successful, my coworkers needed me and I needed them. Therefore, I considered it important to treat them as such. There’s truth in the saying,

“you can catch more flies with honey than with vinegar.”

It’s easier to get what you need or want when treating people with respect, courtesy, kindness, and consideration.

Simple actions such as saying ‘good morning’ or ‘good day’ prior to starting a conversation. Greeting a person by name. Saying please and thank you. Any of these go a long way to ensure people don’t feel used, but appreciated. Call it my southern upbringing, but I find these to be simple courtesies.

Ladies and Gentlemen serving Ladies and Gentlemen.

I think it's a powerful concept that not many people appreciate. We live in a privileged, what's in it for me society. Sometimes we forget that the people who serve us are…well, they're people with feelings.

It should not be such a novel idea to believe that each and every person we encounter is worthy of excellent treatment. This is true in our personal lives and our professions.

What gives a person the ability to provide excellent service? For sure, a part of it is training and expectations. But for longevity and consistency, I believe it's a heart matter.

What’s on the inside comes out and shines forth in the treatment of others.

It’s a win-win situation when a person has a genuine heart to give your very best. In turn, those you encounter have the heart to give their very best.

That's Ladies and Gentlemen serving Ladies and Gentlemen.

This reminds me of the concept to “be kind always.”

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Kindness Matters. This too is a matter of the heart.

Recently, I had the opportunity to live out this ‘kindness’ concept. I had an encounter with someone whom I felt was being let's say, less than such. This individual was typically abrasive in their interactions with others. You see, I knew this person pretty well. Over time, I had become less tolerant of their rude and insensitive attitude.

My response to this abrasive treatment had evolved to the point where I would stand toe to toe with them. It didn't matter whether it was standing up for myself or someone else. This usually resulted in heated discussions. But right or wrong, I'd had enough.

This particular day I decided to use a different tactic.

My response to the person was the total opposite of what had become the norm. Possibly that alone was enough to throw this person off their game. I simply answered in a kinder tone, ignoring the abrasion.

I'm pretty sure it was my kindness that helped to diffuse the typical verbal blow up. That kill 'em with kindness principle really did work in this case. We were able to just laugh and keep things moving.

Here’s a valuable lesson. It’s important to consider our response to one another. We never know what an individual is dealing with on any given day. To show kindness is one way ladies and gentlemen can serve ladies and gentlemen.

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Treating others with consideration is golden.

It’s a matter of the heart to be considerate of another person’s situation. We usually don’t know what a person is dealing with, right?

So, why not treat everyone as though they're wearing a sign that says “make me feel special.” This is one from the Art Williams playbook. Making people feel special can be more priceless sometimes than money.

Consideration is just another way to live out the Ladies and Gentlemen serving Ladies and Gentlemen approach. This motto is important to the Ritz-Carlton brand. The employees know their guests by name. They know their likes and dislikes.

How? By talking with guests and updating their profiles. Then providing the oolong tea or the perfect chocolate on the bed pillow. The extra details are a sign that the customer is important.

Now, the customer can do the same for the ‘servant’.

Extend unexpected courtesies. Customers, refer to employees by name, ask specifics about their day, their family, or even their holiday vacation. Give a pleasant good morning greeting. Kindness costs only a few minutes of our time. But it gives the recipient so much more in return.

Ritz-Carlton employees also know that they have management support when dealing with a difficult guest. The impacts of such excellence has far-reaching results. People feel it and realize that they matter.

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So, do you see what I mean? Money matters, but so does how we treat people.

Excellent treatment, kindness, and consideration of others are qualities of the heart.

The next time you've been served, consider being kinder to the person who gave the service. Don't use that as an excuse to skimp on tipping your waitress, waiter, or valet, though. Their money still matters.

Treating people as though they're important is a great way to see Ladies and Gentlemen serving Ladies and Gentleman at work.

The same holds true for all aspects of life. Try it and see.

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