Service Vs. Servitude - Where are we heading?

"I am at your service - but I am not your servant" - Us Hospitality Folks Would "Tune In" Instantaneously I Reckon

This is something a lot of peers/workplace associates in my close proximity hear from me when I passionately explain a situation on "What's Right". For many of us who graduated in the world of classic hospitality and learned from the best that the "Rule One - Guest Is Always Right" and that "Rule Two - Refer to the first rule" was the way to success; this might come as a na?ve thought and for some a culture shock.

But is it wrong for someone to tag along this line and hold on to the "Self" (when it is right) and when big hospitality players tag along the lines of "Doing what's right" and preach that "Belonging to something bigger" is the mantra of the day - is it not time for a Re-Think of "Service Philosophy" - Do Note that in my opening sentence I state - "I am at your service - but I am not your servant" rather than - "I am at you service - but please accept my sincere apologies that I cannot be your servant" - see the difference - I am sure a lot of us hospitality folks would resonate with this instantly.

One of the fundamental aspects of genuine service from the time of "????????? ??" was that of mutual respect - from the one that was served to the one being of service.

Increasingly in changing times and with the advent of the social media domain where everyone is entitled to an opinion - and which for the "Following Herd" is a reality - this fundamental aspect is now a work of fiction. For bottom line glory and flow through %'s we have come a long way in loosing the real meaning of service and are slowly but surely preaching in quarters close and far that as long as it makes monetary sense "Go Along For The Ride".

At Hotel Schools one of the first things you learn is that "A Thick Skin Helps" - and yes it does when the going is tough and you have to work your backside off for 14 hours a day maybe 7 days a week - but do ask yourself is that what you would also say; helps you when someone (guest, peer, superior, anyone) does something which is absolutely against every grain of ethic and self respect you have - is it not the right thing to debate such a situation?

What such instances do in the long run, is that in absence of such debates - society and us as human beings who form them; loose irreplaceable virtues such as honesty and trust - and this is where the crux rests for leaders & decision making.

This article is not meant to be a sermon or something scribed under the influence of hallucinogens but rather a genuine attempt at rekindling the spark of bold, courageous leadership which everyone of us is capable of.

The flip side is what transpired with an online portal recently for me wherein - me as the customer had a promise broken and absolutely whimsical and demented solutions provided. "When will my order come - Sorry Sir we cannot confirm" "Can you cancel my order - Sorry sir we cannot cancel your order" "Can I get a refund - Sorry sir we cannot refund" - Now do you see the hollowness behind that respect and the politeness of verbiage. After a "Facebook Furore" and some emails to higher up's - I got my due.

But at the end I felt sorry for the E-Portal company - as I see this as a reflection of what the leadership is trying to instil- a thick skin with smooth verbiage. How far will this go - I am no one to judge; but what I learnt is that as a leader it is my responsibility to ensure that the team I am working with always has the courage to accept mistakes and say we "messed" up,  we are "sorry" and provide genuine recourse when needed.

Having stated the above should the situation demand they should also have the spine and character (when they know it is the right thing to do) to stand up and say "I am here to be of service - not to be your servant"

P.S: Strange times we live in - when I mentioned the spine & character statement -  I had to put - "when they know it is the right thing to do" - after that - as not sure how many actually understand nowadays with that thick skin and the smooth verbiage they have learned what honesty and trust really are.

As always join in and contribute where you feel you can and where you feel you should.