Do The Work
Keep The Larger Purpose in Mind

I received this note from my long-time friend and colleague, John Kidwell, Human Relations guru for Mazzio's in Tulsa. He wrote:

As you work on the Hospitality Certification Project, maybe you can use this story which exemplifies what I would deem to be one of the critical elements of Hospitality: Compassion.

One of the attractions of this business we have chosen is that we typically play host to groups that are in a celebratory mood. But on rare occasion we encounter unusual circumstances that challenge us in how we respond.

Case in point: A couple of years ago, my wife and I were taken to dinner by her boss and her boss's husband to one of the more prominent (and pricey) restaurants in town known to be a "special occasion" destination.

Immediately after the appetizer arrived, and our entrée order had been placed, the other couple received a call. Their son had a medical emergency and was being transported to a nearby hospital.

The ladies rushed off in one vehicle, leaving us to explain the situation to our server before following. With a tone of concern in his voice, our waiter offered to present our check right away, with a promise to "hold our meal" in case we were able to return. We paid the bill hurried off to the hospital.

After an hour in the emergency room, the boss's husband and I were able to return to the restaurant to retrieve the meal which was being "kept warm for us in case we returned", taking it as a carry-out.

Would the owner have endorsed this handling of the situation? I'm guessing so, since he was the executive chef in the kitchen, and proudly strolling the dining room that evening.

I must admit I was taken aback by the presentation of a bill for a meal we ordered, but due to extenuating circumstances, were not able to enjoy. Worse yet, it was obvious the meal had been "prepared and held" before being packaged for our take out.

Disappointing? YES. Have I been back? NO!

Now for the good news contained in the internal email below. I am very proud of how this franchisee of ours responded, going above and beyond the expectation of the guest ... and I can assure you this was done in the true spirit of compassion. Was the intent to create "raving fans"? No, the intent was to show compassion in taking care of a customer in any way we could.

Some friends of ours, a woman and her two young girls, were on their way to pick up dinner at Mazzio's when they were struck by a drunk driver. They were all transported by ambulance to the hospital to make sure they were alright.

In the process, someone called the Mazzio's in Pryor to let them know what happened and inform the restaurant they would not be there to pick up their order. Mazzio's delivered their food to them free of charge at the hospital so that they would have something to eat. Our friends were very much appreciative of the kindness this business showed to their family.

When my husband informed me what Mazzio's had done, I was both proud and honored to be working in a company who serviced this type of customer. I don't know of many other food chains that would have been this generous, especially in a tough economy.

A Note From the Doc:
At the least, you are in the business of attracting and retaining guests. That will happen because of what you give to THEM in terms of value, compassion, caring and gratitude. It requires you operate from a sense of bounty rather than a sense that there's not enough ... or that you need more.

John's first story spoke of lack. Hospitality cannot live in those conditions and there is always a steep price to pay in the long term.

The opportunities to really step outside of what is expected and be fully in service to another are rare and magical. Do not fail to grasp the moment when it appears. Do not miss the sheer joy of doing what is right ... and a little bit more.

It requires a quiet mind, an open heart and willingness to do a little more than most people think necessary ... but in the end it's good for the soul, good for the business and good for the planet. Do the Work!