Imagine opening up a brand new restaurant in El Paso? Obviously you would want to start with a world-class chef and then you would want to find a prime location because most everyone knows that often success revolves around “location, location, location.” If you doubt this adage just check out where you find McDonald’s located then look around and see all the people and traffic. You don’t think “Big Macs” sell by accident do you?
However, a great chef and a strategic location alone cannot spell success, as any successful restaurateur knows; you also have to have a great team serving the customers. Danny Meyer, a New York City legend in the restaurant business hires for success. Forbes Magazine in June 2015 ran an article entitled: “Hire Like Meyer: Danny Meyer Reveals His 6 Secrets Of Great Customer Service Hiring.”
Always looking for tips about leadership and service his secrets intrigued me. Here are his six secrets to great customer service hiring:
- Optimistic warmth (genuine kindness, thoughtfulness, and a sense that the glass is always at least half full);
- Intelligence (not just “smarts” but rather an insatiable curiosity to learn for the sake of learning);
- Work ethic (a natural tendency to do something as well as it can possibly be done);
- Empathy (an awareness of, care for, and connection to how others feel and how your actions make others feel);
- Self-awareness (an understanding of what makes you tick);
- Integrity (a natural inclination to be accountable for doing the right thing with honesty and superb judgment).
As I read the list, I realized I could capture what he described so well in one biblical word—the word “hospitality.” You find this word popping up time and time again in the New Testament for instance: the writer of Hebrews recommended: “Do not neglect to show hospitality to strangers, for thereby some have entertained angels unawares.” (Hebrews 13:2 ESV) What an amazing concept, showing simple kindness can open you up to a whole new world of reality right under your nose.
Paul added: “ Therefore an overseer must be above reproach, the husband of one wife, sober-minded, self-controlled, respectable, hospitable, able to teach, not a drunkard, not violent but gentle, not quarrelsome, not a lover of money.” (1 Timothy 3:2-3 ESV) Did you notice right in the middle of his description of the attributes of godly leaders you find his reference to being “hospitable.”
The word “hospitality” in Greek is a compound word literally meaning “to love a stranger like a family.” When you see someone with the gift of hospitality get them on your team as quickly as possible. In fact as I review the qualities of great customer service, I see in the list the essence of “servant leadership” demonstrated by Jesus himself. We need more humble leaders.
Speaking of “servant leaders” a few days ago, my grandson George Walker Scott, who I affectionately call “Prince George”, had the rare opportunity to meet face to face his namesake President George W. Bush in his office in Dallas. In a remarkable act of hospitality, President Bush welcomed my daughter Lorin, son-in-law Philip, and especially Prince George into his world treating them like family during an extended visit. For nearly half an hour my kids became the center of his attention. He even nicknamed my little grandson “Little W” as he terrorized his office rifling through his personal items right under the nose of the Secret Service.
Once again I was reminded why the LORD selected President Bush to serve in the Oval Office at such a critical time in human history. His humility demonstrated through hospitality reveals the depth of his character. Today more than ever we need leaders like that, and I pray my little Prince George grows up to be like his namesake George W. Bush, if he does…watch out world because he comes “Little W.”