Good Service Is Killing Your Business | Anna Dolce | TEDxDavenport

after having spent over a decade and a

after having spent over a decade and a half working with with and on and in

half working with with and on and in

half working with with and on and in restaurants every time I go out to eat I

restaurants every time I go out to eat I

restaurants every time I go out to eat I pick them apart and thankfully it’s just

pick them apart and thankfully it’s just

pick them apart and thankfully it’s just in my head so I want to share with you

in my head so I want to share with you

in my head so I want to share with you kind of how it goes

kind of how it goes

kind of how it goes first thing I get is hi may I help you

first thing I get is hi may I help you

first thing I get is hi may I help you and I always want to say and one time I

and I always want to say and one time I

and I always want to say and one time I said it I’d like to get a haircut fees

said it I’d like to get a haircut fees

said it I’d like to get a haircut fees next thing I hear well god forbid if I’m

next thing I hear well god forbid if I’m

next thing I hear well god forbid if I’m dining solo I hear just one as if I’m

dining solo I hear just one as if I’m

dining solo I hear just one as if I’m sad or I’m lacking or I’m just sad to be

sad or I’m lacking or I’m just sad to be

sad or I’m lacking or I’m just sad to be dining alone and then if I have company

dining alone and then if I have company

dining alone and then if I have company they usually say hi to or hi for and I

they usually say hi to or hi for and I

they usually say hi to or hi for and I always want to say am I just a number to

always want to say am I just a number to

always want to say am I just a number to you

you

you next thing you know they rush you to

next thing you know they rush you to

next thing you know they rush you to your seat and while the host is walking

your seat and while the host is walking

your seat and while the host is walking 30 feet ahead of you and you don’t have

30 feet ahead of you and you don’t have

30 feet ahead of you and you don’t have time to catch up and before you even sit

time to catch up and before you even sit

time to catch up and before you even sit down the menus are already on the table

down the menus are already on the table

down the menus are already on the table and the host says the specials are right

and the host says the specials are right

and the host says the specials are right here and your server will be right over

here and your server will be right over

here and your server will be right over all right so I sit down and the server

all right so I sit down and the server

all right so I sit down and the server comes over and he says hi my name is

comes over and he says hi my name is

comes over and he says hi my name is Chris and I’ll be your server today and

Chris and I’ll be your server today and

Chris and I’ll be your server today and I’m thinking oh so that is why you’re

I’m thinking oh so that is why you’re

I’m thinking oh so that is why you’re standing next to my table with the pen

standing next to my table with the pen

standing next to my table with the pen and the pad got it next thing you know

and the pad got it next thing you know

and the pad got it next thing you know between my you know appetizer and the

between my you know appetizer and the

between my you know appetizer and the entree Chris says so how is everything

entree Chris says so how is everything

entree Chris says so how is everything okay and when he says everything I know

okay and when he says everything I know

okay and when he says everything I know he really means nothing because when was

he really means nothing because when was

he really means nothing because when was the last time everything was grade or

the last time everything was grade or

the last time everything was grade or everything was bad it’s it’s not an

everything was bad it’s it’s not an

everything was bad it’s it’s not an authentic question and it really begs

authentic question and it really begs

authentic question and it really begs for a dishonest answer and I really

for a dishonest answer and I really

for a dishonest answer and I really marvel not at the idea that he just

marvel not at the idea that he just

marvel not at the idea that he just wants my meal to be just okay what do I

wants my meal to be just okay what do I

wants my meal to be just okay what do I hear next are you still working on that

hear next are you still working on that

hear next are you still working on that and I’m like okay I just got off work

and I’m like okay I just got off work

and I’m like okay I just got off work I didn’t know my meal was supposed to be

I didn’t know my meal was supposed to be

I didn’t know my meal was supposed to be work – but okay yes I am and then comes

work – but okay yes I am and then comes

work – but okay yes I am and then comes the most dreaded question or phrase of

the most dreaded question or phrase of

the most dreaded question or phrase of all you probably have never heard of it

all you probably have never heard of it

all you probably have never heard of it have you saved room for dessert like

have you saved room for dessert like

have you saved room for dessert like this anyone ever says yes to this

this anyone ever says yes to this

this anyone ever says yes to this question because I just we overuse it so

question because I just we overuse it so

question because I just we overuse it so much so much it has no meaning

much so much it has no meaning

much so much it has no meaning after that Chris brings the bill he and

after that Chris brings the bill he and

after that Chris brings the bill he and he says I’ll take it whenever you ready

he says I’ll take it whenever you ready

he says I’ll take it whenever you ready well if you’ll wait until I’m ready

well if you’ll wait until I’m ready

well if you’ll wait until I’m ready why bring the bill right and then they

why bring the bill right and then they

why bring the bill right and then they hit you with a classic thanks come back

hit you with a classic thanks come back

hit you with a classic thanks come back and see us you know what I call that

and see us you know what I call that

and see us you know what I call that verbal wallpaper like it has no meaning

verbal wallpaper like it has no meaning

verbal wallpaper like it has no meaning whatsoever right so by your reactions I

whatsoever right so by your reactions I

whatsoever right so by your reactions I can kind of tell that is your typical

can kind of tell that is your typical

can kind of tell that is your typical experience and restaurant yeah and do

experience and restaurant yeah and do

experience and restaurant yeah and do you think they care about you know do

you think they care about you know do

you think they care about you know do you think it’s genuine do you think it’s

you think it’s genuine do you think it’s

you think it’s genuine do you think it’s hospitality I call this service by

hospitality I call this service by

hospitality I call this service by default and this is when we become cogs

default and this is when we become cogs

default and this is when we become cogs in a restaurant machine and our servers

in a restaurant machine and our servers

in a restaurant machine and our servers or bartenders become kind of human food

or bartenders become kind of human food

or bartenders become kind of human food transport and order takers right and I

transport and order takers right and I

transport and order takers right and I know this is not just common in

know this is not just common in

know this is not just common in restaurant industry but I I think it’s

restaurant industry but I I think it’s

restaurant industry but I I think it’s astounding that this is what’s happening

astounding that this is what’s happening

astounding that this is what’s happening in the hospitality industry and I sort

in the hospitality industry and I sort

in the hospitality industry and I sort of have an idea why that’s happening we

of have an idea why that’s happening we

of have an idea why that’s happening we have become a culture of what works what

have become a culture of what works what

have become a culture of what works what makes money we’ve become a culture of

makes money we’ve become a culture of

makes money we’ve become a culture of let’s put process before people because

let’s put process before people because

let’s put process before people because process is what drives results well I

process is what drives results well I

process is what drives results well I have a different opinion obviously I

have a different opinion obviously I

have a different opinion obviously I grew up in Georgia as Andrea said and

grew up in Georgia as Andrea said and

grew up in Georgia as Andrea said and not the Peach State but the country of

not the Peach State but the country of

not the Peach State but the country of Georgia and Eastern Europe and I think

Georgia and Eastern Europe and I think

Georgia and Eastern Europe and I think the first thing and the most important

the first thing and the most important

the first thing and the most important thing I want you to know about Georgians

thing I want you to know about Georgians

thing I want you to know about Georgians is that we we have this a rare condition

is that we we have this a rare condition

is that we we have this a rare condition called hospitality a compulsive

called hospitality a compulsive

called hospitality a compulsive hospitality disorder I call it CHD

hospitality disorder I call it CHD

hospitality disorder I call it CHD I still remember my parents when someone

I still remember my parents when someone

I still remember my parents when someone would stop by for business or pleasure

would stop by for business or pleasure

would stop by for business or pleasure first thing they would do is assure them

first thing they would do is assure them

first thing they would do is assure them to the table and only after they had

to the table and only after they had

to the table and only after they had offered everything and anything we had

offered everything and anything we had

offered everything and anything we had in the house to eat and drink they would

in the house to eat and drink they would

in the house to eat and drink they would say what brings you in how can I help

say what brings you in how can I help

say what brings you in how can I help you see I know every country boasts of

you see I know every country boasts of

you see I know every country boasts of its warm welcoming of guests but in

its warm welcoming of guests but in

its warm welcoming of guests but in Georgia the hospitality is extended to

Georgia the hospitality is extended to

Georgia the hospitality is extended to strangers

strangers

strangers it is boundless it is unconditional it

it is boundless it is unconditional it

it is boundless it is unconditional it isn’t uncommon that if you go to Georgia

isn’t uncommon that if you go to Georgia

isn’t uncommon that if you go to Georgia and ask for directions simply ask for

and ask for directions simply ask for

and ask for directions simply ask for directions you’ll be offered a ride and

directions you’ll be offered a ride and

directions you’ll be offered a ride and a dinner and a nightcap now you can

a dinner and a nightcap now you can

a dinner and a nightcap now you can understand why I call it a bit of a

understand why I call it a bit of a

understand why I call it a bit of a disorder but hospitality is not just the

disorder but hospitality is not just the

disorder but hospitality is not just the custom is a social currency there it is

custom is a social currency there it is

custom is a social currency there it is valued more than reputation or

valued more than reputation or

valued more than reputation or generosity or bravery or courage there

generosity or bravery or courage there

generosity or bravery or courage there is even a saying in Georgia the stranger

is even a saying in Georgia the stranger

is even a saying in Georgia the stranger will never die of hunger and my personal

will never die of hunger and my personal

will never die of hunger and my personal belief is that that single phrase is

belief is that that single phrase is

belief is that that single phrase is responsible for the ever-expanding

responsible for the ever-expanding

responsible for the ever-expanding Georgian tourism today it’s booming

Georgian tourism today it’s booming

Georgian tourism today it’s booming because I think all the hungry people in

because I think all the hungry people in

because I think all the hungry people in the world said let’s just go to Georgia

but you see I know this seems a bit

but you see I know this seems a bit excessive especially in a culture we

excessive especially in a culture we

excessive especially in a culture we live today human touch is so scarce and

live today human touch is so scarce and

live today human touch is so scarce and it’s becoming more scarce by day the

it’s becoming more scarce by day the

it’s becoming more scarce by day the human interaction right it’s almost

human interaction right it’s almost

human interaction right it’s almost non-existing right now but having grown

non-existing right now but having grown

non-existing right now but having grown up with this belief that putting people

up with this belief that putting people

up with this belief that putting people first before the process is what really

first before the process is what really

first before the process is what really creates the results that we want is

creates the results that we want is

creates the results that we want is really what creates the business that we

really what creates the business that we

really what creates the business that we want in the life that we really want so

want in the life that we really want so

want in the life that we really want so I think that’s what drove me to do the

I think that’s what drove me to do the

I think that’s what drove me to do the work I do today as a business and life

work I do today as a business and life

work I do today as a business and life coach and I love working with restaurant

coach and I love working with restaurant

coach and I love working with restaurant owners for wine it has its perks like

owners for wine it has its perks like

owners for wine it has its perks like free dinners and a couple of years ago I

free dinners and a couple of years ago I

free dinners and a couple of years ago I was invited to a really fancy dinner in

was invited to a really fancy dinner in

was invited to a really fancy dinner in Miami Florida where I live the friend of

Miami Florida where I live the friend of

Miami Florida where I live the friend of the restaurant owner said I want to see

the restaurant owner said I want to see

the restaurant owner said I want to see if you can help them because it’s a

if you can help them because it’s a

if you can help them because it’s a fabulous restaurant but their perpetual

fabulous restaurant but their perpetual

fabulous restaurant but their perpetual empty this restaurant was ranked top 50

empty this restaurant was ranked top 50

empty this restaurant was ranked top 50 in the world the chef’s top 5 in Latin

in the world the chef’s top 5 in Latin

in the world the chef’s top 5 in Latin America all of Latin America the menu

America all of Latin America the menu

America all of Latin America the menu was a blend of modern Latin cuisine and

was a blend of modern Latin cuisine and

was a blend of modern Latin cuisine and molecular gastronomy and if you’re not

molecular gastronomy and if you’re not

molecular gastronomy and if you’re not familiar with molecular gastronomy it’s

familiar with molecular gastronomy it’s

familiar with molecular gastronomy it’s the style of cooking where chefs use the

the style of cooking where chefs use the

the style of cooking where chefs use the blend of physics and chemistry to

blend of physics and chemistry to

blend of physics and chemistry to transport transform the TEC texture and

transport transform the TEC texture and

transport transform the TEC texture and the taste of food quite interesting

the taste of food quite interesting

the taste of food quite interesting concept the challenge with it once you

concept the challenge with it once you

concept the challenge with it once you experience it you start developing

experience it you start developing

experience it you start developing strange cravings like espresso pasta

strange cravings like espresso pasta

strange cravings like espresso pasta glass potato chips and transparent

glass potato chips and transparent

glass potato chips and transparent ravioli and fear shaped cocktails so

ravioli and fear shaped cocktails so

ravioli and fear shaped cocktails so here I was sitting there and having a 16

here I was sitting there and having a 16

here I was sitting there and having a 16 course feast cooked to perfection the

course feast cooked to perfection the

course feast cooked to perfection the service was executed immaculately but

service was executed immaculately but

service was executed immaculately but obviously the restaurant was struggling

obviously the restaurant was struggling

obviously the restaurant was struggling and there was something the thing here’s

and there was something the thing here’s

and there was something the thing here’s what it was they spent so much effort

what it was they spent so much effort

what it was they spent so much effort making things perfect but they forgot

making things perfect but they forgot

making things perfect but they forgot that they had to make people feel great

that they had to make people feel great

that they had to make people feel great so I sit there thinking what a shame

so I sit there thinking what a shame

so I sit there thinking what a shame that a restaurant can put so much talent

that a restaurant can put so much talent

that a restaurant can put so much talent and artistry and expense and effort and

and artistry and expense and effort and

and artistry and expense and effort and time into creating an incredible meal

time into creating an incredible meal

time into creating an incredible meal but they forgot the main ingredient

but they forgot the main ingredient

but they forgot the main ingredient hospitality you see service is a

hospitality you see service is a

hospitality you see service is a sequence of tasks acts and procedures

sequence of tasks acts and procedures

sequence of tasks acts and procedures which are done with consistency it’s the

which are done with consistency it’s the

which are done with consistency it’s the mechanics the logistics it’s the how-to

mechanics the logistics it’s the how-to

mechanics the logistics it’s the how-to part of anything we do but what happens

part of anything we do but what happens

part of anything we do but what happens when we just provide good service is

when we just provide good service is

when we just provide good service is service is already expected we expect

service is already expected we expect

service is already expected we expect our meal to be out of the kitchen in

our meal to be out of the kitchen in

our meal to be out of the kitchen in less than 15 minutes

less than 15 minutes

less than 15 minutes we expect our iPhone to come with Apple

we expect our iPhone to come with Apple

we expect our iPhone to come with Apple care and we expect our Amazon packages

care and we expect our Amazon packages

care and we expect our Amazon packages to be delivered in less than two days

to be delivered in less than two days

to be delivered in less than two days now right but here’s a fundamental

now right but here’s a fundamental

now right but here’s a fundamental problem with just good service it’s an

problem with just good service it’s an

problem with just good service it’s an even

even

even exchange there is a study done at

exchange there is a study done at

exchange there is a study done at Vanderbilt University that said over 40%

Vanderbilt University that said over 40%

Vanderbilt University that said over 40% of customers do not return to businesses

of customers do not return to businesses

of customers do not return to businesses that satisfy them why do you think that

that satisfy them why do you think that

that satisfy them why do you think that is well when we get a perfectly in human

is well when we get a perfectly in human

is well when we get a perfectly in human experience or in human experience we’re

experience or in human experience we’re

experience or in human experience we’re satisfied and we expect to be satisfied

satisfied and we expect to be satisfied

satisfied and we expect to be satisfied we expect to get our money’s worth and

we expect to get our money’s worth and

we expect to get our money’s worth and when we do we’re even and we forget

when we do we’re even and we forget

when we do we’re even and we forget about it

about it

about it what is there to wave about we remember

what is there to wave about we remember

what is there to wave about we remember and rave extras don’t we the places the

and rave extras don’t we the places the

and rave extras don’t we the places the people the experiences that blew us away

people the experiences that blew us away

people the experiences that blew us away so what is hospitality hospitality is

so what is hospitality hospitality is

so what is hospitality hospitality is the positive emotional response elicited

the positive emotional response elicited

the positive emotional response elicited in our guests while we’re delivering

in our guests while we’re delivering

in our guests while we’re delivering that service see service can be

that service see service can be

that service see service can be methodical it can be given methodically

methodical it can be given methodically

methodical it can be given methodically but hospitality is very very emotional

but hospitality is very very emotional

but hospitality is very very emotional it’s highly dynamic it’s the confidence

it’s highly dynamic it’s the confidence

it’s highly dynamic it’s the confidence it’s the thoughtfulness

it’s the thoughtfulness

it’s the thoughtfulness it’s the welcoming it’s the inclusion

it’s the welcoming it’s the inclusion

it’s the welcoming it’s the inclusion right service is what we do for people

right service is what we do for people

right service is what we do for people and hospitality is what we do with them

and hospitality is what we do with them

and hospitality is what we do with them and there is a difference we forget good

and there is a difference we forget good

and there is a difference we forget good service but we do remember hospitality I

service but we do remember hospitality I

service but we do remember hospitality I still remember first time I flew first

still remember first time I flew first

still remember first time I flew first first-class as soon as I stepped my foot

first-class as soon as I stepped my foot

first-class as soon as I stepped my foot on the plane the flight attendant

on the plane the flight attendant

on the plane the flight attendant greeted me with good morning miss Dolce

greeted me with good morning miss Dolce

greeted me with good morning miss Dolce and before I set down in my seat she

and before I set down in my seat she

and before I set down in my seat she hands me a glass of champagne I’m

hands me a glass of champagne I’m

hands me a glass of champagne I’m thinking how does she know my name and I

thinking how does she know my name and I

thinking how does she know my name and I didn’t know he was socially acceptable

didn’t know he was socially acceptable

didn’t know he was socially acceptable to drink alcohol at 10 a.m.

well hotels can be a really cool place

well hotels can be a really cool place something I checked in the hotel

something I checked in the hotel

something I checked in the hotel yesterday and they read off your name in

yesterday and they read off your name in

yesterday and they read off your name in one minute and they forget it the next

one minute and they forget it the next

one minute and they forget it the next and as soon as you arrived they already

and as soon as you arrived they already

and as soon as you arrived they already tell you when to leave and what time to

tell you when to leave and what time to

tell you when to leave and what time to be out by 11 a.m. and I think a hotel

be out by 11 a.m. and I think a hotel

be out by 11 a.m. and I think a hotel restaurants are especially cold and

restaurants are especially cold and

restaurants are especially cold and transient and kind of a soulless place

transient and kind of a soulless place

transient and kind of a soulless place right well not everywhere

right well not everywhere

right well not everywhere I stayed in Union Station Hotel in Santa

I stayed in Union Station Hotel in Santa

I stayed in Union Station Hotel in Santa Missouri ones and I had been away from

Missouri ones and I had been away from

Missouri ones and I had been away from home for a few days and st. Louis is a

home for a few days and st. Louis is a

home for a few days and st. Louis is a kind of quiet place and I was eager to

kind of quiet place and I was eager to

kind of quiet place and I was eager to get back home the only kind of homesick

get back home the only kind of homesick

get back home the only kind of homesick and I went to breakfast lounge in the

and I went to breakfast lounge in the

and I went to breakfast lounge in the hotel and one of the server’s Kiana she

hotel and one of the server’s Kiana she

hotel and one of the server’s Kiana she did something no server has ever done

did something no server has ever done

did something no server has ever done she made me cry as soon as I stepped

she made me cry as soon as I stepped

she made me cry as soon as I stepped into the lounge Kiana rushed over to me

into the lounge Kiana rushed over to me

into the lounge Kiana rushed over to me and she asked my name and she got to

and she asked my name and she got to

and she asked my name and she got to know me a little bit and it seems like a

know me a little bit and it seems like a

know me a little bit and it seems like a really small thing but the way she did

really small thing but the way she did

really small thing but the way she did it made it really really special it I

it made it really really special it I

it made it really really special it I felt like nothing else existed for her

felt like nothing else existed for her

felt like nothing else existed for her in the moment and I was the most

in the moment and I was the most

in the moment and I was the most important thing to her come to find out

important thing to her come to find out

important thing to her come to find out there were 30 other people in the lounge

there were 30 other people in the lounge

there were 30 other people in the lounge Kiana knew everyone by name she knew why

Kiana knew everyone by name she knew why

Kiana knew everyone by name she knew why they were there what they were doing

they were there what they were doing

they were there what they were doing later that day if they were ever coming

later that day if they were ever coming

later that day if they were ever coming back to st. Louis

back to st. Louis

back to st. Louis she had weaved these it didn’t feel like

she had weaved these it didn’t feel like

she had weaved these it didn’t feel like we were in a hotel restaurant it felt

we were in a hotel restaurant it felt

we were in a hotel restaurant it felt like we were in Kiana’s living room she

like we were in Kiana’s living room she

like we were in Kiana’s living room she had read these I college strings of

had read these I college strings of

had read these I college strings of connection between people so that none

connection between people so that none

connection between people so that none of us felt like a stranger to eat either

of us felt like a stranger to eat either

of us felt like a stranger to eat either one of them to each other it was

one of them to each other it was

one of them to each other it was incredible I set there barely eating my

incredible I set there barely eating my

incredible I set there barely eating my breakfast and just staring at Kiana the

breakfast and just staring at Kiana the

breakfast and just staring at Kiana the whole time and when it was time for me

whole time and when it was time for me

whole time and when it was time for me to leave my eyes welled up not because I

to leave my eyes welled up not because I

to leave my eyes welled up not because I didn’t finish breakfast but because it

didn’t finish breakfast but because it

didn’t finish breakfast but because it was the closest I had come to

was the closest I had come to

was the closest I had come to experiencing that Georgian type of

experiencing that Georgian type of

experiencing that Georgian type of hospitality while away from home so I

hospitality while away from home so I

hospitality while away from home so I think it comes down to this I think we

think it comes down to this I think we

think it comes down to this I think we need to lead with hospitality at home at

need to lead with hospitality at home at

need to lead with hospitality at home at work and in restaurants so does anyone

work and in restaurants so does anyone

work and in restaurants so does anyone plan to go out to dinner this evening

plan to go out to dinner this evening

plan to go out to dinner this evening just me I don’t believe you well when

just me I don’t believe you well when

just me I don’t believe you well when you do you have a real chance to help

you do you have a real chance to help

you do you have a real chance to help that business put their people first how

that business put their people first how

that business put their people first how do you do it when something is off

do you do it when something is off

do you do it when something is off something is not right

something is not right

something is not right speak up because we have this tendency

speak up because we have this tendency

speak up because we have this tendency not to speak up most of us and speak up

not to speak up most of us and speak up

not to speak up most of us and speak up not just not to point things out not to

not just not to point things out not to

not just not to point things out not to point out what’s wrong

point out what’s wrong

point out what’s wrong to help them get it right and that’s how

to help them get it right and that’s how

to help them get it right and that’s how you do it that’s in the way you point

you do it that’s in the way you point

you do it that’s in the way you point out what’s wrong second is speak up when

out what’s wrong second is speak up when

out what’s wrong second is speak up when something does go right because having

something does go right because having

something does go right because having worked in restaurants I can tell you

worked in restaurants I can tell you

worked in restaurants I can tell you people who work within them are

people who work within them are

people who work within them are criticized a lot more than they’re

criticized a lot more than they’re

criticized a lot more than they’re praised and the praise is something that

praised and the praise is something that

praised and the praise is something that goes really deep with us with people

goes really deep with us with people

goes really deep with us with people because we are wired that way we wired

because we are wired that way we wired

because we are wired that way we wired to be acknowledged to be seen right so

to be acknowledged to be seen right so

to be acknowledged to be seen right so catch your server do something right and

catch your server do something right and

catch your server do something right and make a big deal about it they’re gonna

make a big deal about it they’re gonna

make a big deal about it they’re gonna look for another opportunity for the

look for another opportunity for the

look for another opportunity for the next opportunity to shine if you are a

next opportunity to shine if you are a

next opportunity to shine if you are a business owner in this room just know

business owner in this room just know

business owner in this room just know that to succeed in business to get ahead

that to succeed in business to get ahead

that to succeed in business to get ahead in business is going to require you to

in business is going to require you to

in business is going to require you to touch a lot of hearts it’s gonna require

touch a lot of hearts it’s gonna require

touch a lot of hearts it’s gonna require you to put people ahead of process ahead

you to put people ahead of process ahead

you to put people ahead of process ahead of dollar signs and ahead of everything

of dollar signs and ahead of everything

of dollar signs and ahead of everything else and you can’t do it alone

else and you can’t do it alone

else and you can’t do it alone and remember service is a skill

and remember service is a skill

and remember service is a skill Hospitality is a spirit so and I know it

Hospitality is a spirit so and I know it

Hospitality is a spirit so and I know it seems implicit that people would set

seems implicit that people would set

seems implicit that people would set aside their own needs and wines and

aside their own needs and wines and

aside their own needs and wines and selflessly care for others but the key

selflessly care for others but the key

selflessly care for others but the key the secret is to hire people to whom

the secret is to hire people to whom

the secret is to hire people to whom taking care of others is actually a

taking care of others is actually a

taking care of others is actually a selfish act so we are all humans and

selfish act so we are all humans and

selfish act so we are all humans and hospitality is nothing more than

hospitality is nothing more than

hospitality is nothing more than acknowledging each other’s humanity it

acknowledging each other’s humanity it

acknowledging each other’s humanity it is our biggest job it is our best skill

is our biggest job it is our best skill

is our biggest job it is our best skill it is our biggest asset so let’s use it

it is our biggest asset so let’s use it

it is our biggest asset so let’s use it thank you