Have You Met the General Population?

I was checking out of a hotel but had to return to my room, after morning coffee, to retrieve a few items. Upon returning, the electronic key did not work, so I went to reception to ask the front desk agent to reactivate it. I jokingly said, “Here’s my I.D., so you know I am not coming in from the street trying to get into someone’s room.” She replied, “I would not be surprised. Have you met the general population?”

I thought about this as I went back to my room. She was comfortable enough with me to reply that way – arguably too comfortable. Her comment also revealed an underlying cynicism about people not uncommon among those who serve the public. There is a pervasive belief that many people are always scheming, prone to dishonesty, and cannot be trusted. I have heard this from others working retail and in various other businesses.

If you serve the public, you will encounter many people with hidden, and sometimes, not-so-hidden, agendas. I would say, however, this is not most people. It is a small percentage. It is also likely that you might suspect an agenda that is not there. It is easy to misinterpret mistakes, and complicated matters on the other side, as bad motives. For years, as a teen, I worked in a casual restaurant in Harlem. I saw and heard all kinds of things, but I can tell you most people were not dishonest.

As I reflected on my front desk encounter, I began thinking about all the situations I have on my plate in business. Imperfect situations that drag on longer than you want, target dates unintentionally missed, and the inevitable other side of the story that others do not see. That is one of the reasons why I believe, the person, professional, and company dedicated to rising to premier and luxury levels in what and who they are, and the experience they provide must adopt a different consciousness about the general population. The assumption always must be I am serving an elegant person, seeking an elegant solution to whatever arises, even if it does not seem that way.

It is hard to measure the exact impact of the rise of negative characterizations, criticism, and disparaging others in our society with all the tensions and different points of view. I see so many businesses, organizations, and families suffer because they have the wrong attitude toward other people. There are many reasons for this, but when it comes to delivering luxury, you must seek counterprogramming for yourself and your team.

There was once a time when it would have been normal to assume the best about someone. Today, this feels like an unusual and naïve point of view, but this is what your customers and clients must feel – that you believe the best about them and others. The best thoughts and beliefs about others must be worked into your training. Moreover, training must be ongoing today, because your front desk agent is likely to go home and watch reality television, where insults fly, there are calculated agendas among characters, and low-level discussion abounds. If you do not train and retrain, that will be your training.

For more than forty years, being engaged in some form of business, I can confidently say, I have met the general population. I see far more good than bad, and the good will remain my focus.

Interested in training to convey your best and respond to the best in people? Write me: info@andretaylor.com

At Taylor Insight we help luxury and premier businesses excel and grow by attracting, retaining, and growing with affluent clients. We provide exceptional strategic, marketing, sales, and service guidance, and a portfolio of high-impact learning programs.