Scott H. Lewis, managing director for the CIS region of Signature Europe, is a trainer, writer and speaker living for 13 years in Kyiv, Ukraine. You recognize his name from the many blog posts he has written on our Training That Sticks blog. Here he appears on the Espresso TV program Q&A with Anastasia Melnyk to discuss business opportunity in Ukraine.
There’s no disputing that providing great service day-in and day-out takes work, focus and the desire to continuously improve. Yet the basics are as simple and straightforward as the rules your mother taught you when you were a child.
The bottle was old, its glass scratched and worn by weeks of exposure to sand, sea and South Pacific sun. Yet it was still tightly stoppered, and a shake elicited a dry rattling sound. Something within awaited my discovery!
In university, I briefly took a geography course from a professor whose English was heavily accented with his native Italian. Try as I might, I just could not follow the lectures, and dropped the course. I liked the subject, but it was more frustration than I needed.
When in Jamaica on holiday, a smiling hotel front desk agent assured me in his local patois that an early check-in would be, “no problem, mon.”
Working the late-night shift in an American fast-food restaurant can, understandably, lead to boredom. The cleaning is done, there are few customers to attend to, and the staff – the minimum-wage cook, cashier, and busboy on duty – will easily find unproductive ways to amuse themselves.
“When you’re not doing anything else, build the business,” was the best advice I ever got from a supervisor. This became my mantra. There was no longer any such thing as “nothing to do.” While others were taking a break, I looked for ways to make myself indispensable.