When "No" Sounds Like A "Yes" And Service Advice From Maya Angelou
Maya Angelou would have celebrated her 88th birthday this week. She had many gems of wisdom and guiding quotes, but this is one applies to so many cross-sections of life working in the hospitality industry.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
So true! Right? -- remember the last time you had a memorable service as a restaurant guest. Or the last time you had an amazing customer experience at the grocery store?
You may have forgotten the meal and those leftovers may be long-gone, but you probably do remember that person who made a lasting impression.
Going a step further with this gem by pulling out my Miss Manners hat...
This applies to owner and operators who navigate difficult decisions daily. The conversations you have could impact someone's livelihood. If your answer has to be a "no," always make people feel like you said "yes" because of your delivery.