Presence is the first step of service because you can’t help someone you haven’t noticed.
I recently stayed in a hotel and had dinner in the restaurant, walking in and stopping at the “Please wait to be seated” sign. I stood there and waited. And waited. Eventually, a staff member who was setting some tables noticed me and came over. She offered no apology. No “Sorry to keep you.” Just a casual, “You can sit here.”
Fine.
I asked for a drink but was told I had to go to the bar to order. I stood at the bar for four full minutes while two staff chatted across the counter. Not busy or preoccupied. Just… not present.
Later, when I paid, I got a loyalty discount, and when the person charged me, I thought the amount sounded off – but I didn’t say anything. An hour later, they rang my room to confess they’d overcharged me. Honest, yes. But I was the one who had to walk all the way back down, only to discover they couldn’t refund my card and needed cash instead.
Fine.
The next morning at breakfast, same story. Hardly anyone there. I sat down and watched a girl stacking a fridge while I waited for my order. Eventually, I had to go up and ask. She wasn’t intentionally ignoring me; she was simply unaware.
Enough.
“The simple act of paying attention can take you a long way.” — Keanu Reeves
I love this quote because it captures how basic the principle is. Attention isn’t advanced training. It’s not a certification. It’s the foundation of excellent customer service. If you’re not present, you miss what matters. You miss the customer at the desk, the customer waiting to order. You miss the moment where the experience could have been great – and instead becomes “fine.”
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Warm Regards
Craig Cherry