His Name is Mohamed, but his friends call him The Memory Maker

"Sometimes we forget how much of an impact a small gesture can make, especially in today’s fast paced world."

On one lovely afternoon, we decided to dine in at a highly reputable chain in Dubai Mall that we were informed was a must-try before heading back home to Amsterdam. We arrived and the restaurant was full; the energy was absolutely buzzing! We were then greeted by the hosts, informing us that there was a waiting list but that we would be attended to shortly.

They kept their word as we were swiftly seated, and we were also amongst many tourists visiting the restaurant. Before us, a young Arabic waiter arrived with a big bright smile that made him look extremely familiar to us. He introduced himself as Mohamed and he promised to deliver the best service in Dubai. His body language was honest, his personality warm, and his attention to detail was impeccable. The food itself was superb, and this was memorable as a highlight of our trip to the UAE. But what followed was unforgettable, to the point that even Michelin-Starred restaurants cannot deliver such an experience!

As we concluded our meal, we asked to be moved outdoors so we can drink our coffee and enjoy the views before catching our flight. Mohamed assisted us to the table outside and took our coffee orders. Moments later, Mohamed approached us modestly to tell us that the coffee service will be delayed for a while as the machine was being maintained by the facilities team. We were happy to wait, so we responded that we will wait for it patiently. Within minutes, we witnessed Mohamed serving us Coffee Beverages from Starbucks, with the paper cups highlighting each of our names!

Mohamed apologized for the delay and informed us that their coffee machine was now out of order, so he requested from his line manager to buy our coffees from Starbucks in order to “make sure your experience remains fantastic” as Mohamed put it. We were touched, speechless, and captivated by the moment. The amazing thoughtfulness surrounding the moment had genuinely made it extremely valuable to us.

We now stop over to the restaurant to see Mohamed every time we visit Dubai. He has become a great friend who has embraced us with his hospitality and generosity. Thank you to the teams and companies that empower their employees to make a difference in the lives of their customers!

What can we learn from Mohamed? It wasn’t just providing great customer service; Mohamed's job is also about creating memories and making a genuine connection with guests. It’s about choosing to show up every day and make a meaningful impact in the lives of others whenever you get a chance.