Below is an Autogenerated Transcript

What was the first question? Read it again. Ready? Go. Who do you serve? And the second question was… Who serves you? Right. All of us are in service. We depend on service from other people so that we, in turn, can serve other people. We’re in a world of service. So then what is service?

Anybody who’s been at Velamar for a while now should already know the answer to this question, because you’ve been doing the uplifting program now for quite some time. So let’s have a little test, okay. What is service? We’re going to say it together. Ready? Go. Service is taking action to create value for someone else. Don’t you like it when they give you the answer to the test? Which leads to the next question of what level up are you with your service? Or another way to say that is how good or bad is the service that you provide?

And if you’ve been through our uplifting programs, you know that I created the six levels of service and it starts out down low. The word is basic. I’m sure you know how to say it in Croatian, but it’s not so much the word. It’s also the tone. So I want you to say it with me. Like this. Basic. Ready? Here we go. One. Two. Three. Go! Basic. How do you feel? Good. Right. Just saying it already brings you down. Imagine being served like that. And of course, it’s not where we want to be.

So we take a step up. And the second level is when you serve someone the way they expect you to serve. All right. You made the agreement. Here it comes. They made the booking. The room is ready. You ordered the food. You got what you ordered. This level is called expected. You can say it in Croatian. That’s fine. But the way you say it is by crossing your arms. Everyone cross your arms. Take the sound of your voice and move it in your nose. So it goes like this. Expected. Ready? Go! One. Two. Three. Expected. Very good. We don’t want to be just an expected hospitality brand. So we take another step up.

When you serve someone the way they like it, the way they hope for, the way they prefer. The level is called desired. How do you say it in Croatian? Okay, but how do you say it? Yeah. You’ve got to move your shoulders. Everybody rub your… Roll your shoulders, roll your shoulders. Your shoulders. Here we go. And now you add the sound like this. Desired. Ready? One. Two. Three. Go! Desired. Sir. Where do you work? In op… [laughs] Sir, where do you work? Operations. Operations. Got it. Have you had a shoulder surgery recently? No. Not really. I was just wondering because the shoulders didn’t move. Now, are you in operations as well? Good. I want you to help operate his shoulders. Okay. Here we go. Everybody together. Ready? Shoulders. I’m watching. One. Two. Three. Go. Desired. Good. I got my eye on operations now.

Now the seminar today is called Level Up. So above desired is when you serve someone in a way that they like. But they didn’t expect it. It was something unexpected. It was something special. Like getting a gift and they go, “Ooh, what a nice surprise.” And we say it like this. Surprising! With your hands. Ready? One. Two. Three. Go! Surprising! And there’s one more level that’s even higher. It’s astonishing. It’s extraordinary. And the level all the way up here is called… All right. Now you know how to say it. But I didn’t see any. Now y’all got one guy in the back all very excited. Hold on. Hold on. What’s at the bottom?

Now, here in Croatia at Velamar, I understand you’re not even using this one because it is so low. You don’t ever want to be down where it’s terrible, horrible, awful. The word I use is criminal. And the way you say it is like this. You put your hands together like handcuffs.