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You cannot succeed with customer service unless you first take care of yourself AND your team.
Why?
Because exceptional service requires energy and commitment. And when your reserves are depleted, service suffers – along with everyone’s well-being.
That’s why my friends and clients at The LUX* Collective prioritize care for the self and care for the team before anything else.
LUX* reaps the rewards with an international reputation for SHINING service.
Learn how they do it in this video from LUX* CEO Paul Jones.
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Below is an Autogenerated Transcript
Ron: So one of the topics as you’ve matured care into the culture. One thing to say, “We care about what matters” is completely different. To have the ‘Built to Care’ webinar series, and then the ‘Circle of Care’, and the ‘Yes I Care’ program that you’ve created. The very first part of that Circle was ‘Care for Self.’
Paul: There’s no question about it. In order to care for others and in order to make people happy, which, after all, is one of our missions, you have to be happy yourself. In order to be happy yourself, you have to take care of yourself. No question about it. Physically, mentally, spiritually, in every sense of the word, because you have to produce that aura of well-being. If you produce that aura of well-being, people say, “Oh, you look good.” “Really? Thank you. Okay, you too.” I’m here to take care of you, right? Right. When you talk about it, well, people believe it. He’s practicing it. Right?
Ron: Right. It’s magnetic, it’s energetic. Yeah. Okay. So we have this care for self and I know that there are various things that have occurred here to encourage and enable team members to learn how to take better care of themselves. Then you extended it to team members even before guests. So is care for self care for team? Correct. Then care for guests.
Paul: Correct. Correct. In a nutshell, definitely, it is nutrition, it is exercise, it’s wellbeing.You know, in Mauritius we have a big problem with diabetes because we’re the sugar island. So, we started teaching our team how to eat properly, how to take care of themselves physically, how to take care of their families, and really change the whole metabolism in a positive way. Therefore that produces not just endorphins, but it also produces the energy you mention, because energy is so important. You know, we mustn’t take positive energy for granted.
Ron: Now, that takes care of the personal side. Then as you spoke about, we extend it to colleagues and colleagues’ family members. So we’re extending this a bit further. Of course, we operate every day as a team show for and with our guests. Yeah. So that whole energetic space is happening on the property every day.
Paul: Correct.
