Someone once said,
"Life is like a game of tennis.
The player who serves well seldom loses."
This can be said for just about any business on the planet too. In our business, when we talk about the need to develop a service culture, most people will begin focusing on customer service. There is a big difference between the two. Customer service is defined by the steps we take to execute the service. A "service culture" does include serving our customers, but it's more about how we serve and support each other. You really can't have one without the other. Combine them both and you'll have a Climate of Hospitality.
The most important thing to realize is that you can't teach culture. To achieve any level of culture change, you must first realize that it starts at the top. You have to live it. You have to experience it. You have to share it. You have to show it.
