38The Competence Principle:Always Be Learning
“You’re never off duty; you have to remember everything you see.”
—Holly StielConcierge, Hyatt San Francisco
You’ve seen them. Maybe you’ve even worn one. You know, those little tags that say “Trainee.” The ones that proclaim to all the world, “Be patient, I’m still learning.”
We often think of trainees as young, anxious to learn, full of questions—and as people who can’t wait to take off the trainee label and finally know it all. But delivering Knock Your Socks Off Service means having a lifelong learning mentality. Learning your job doesn’t stop when you turn in the Trainee tag. In fact, it’s just beginning. Like professional athletes, the best customer service people are always in training, always ...
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