Helpful Service Behaviors for Staff + Common Service Mistakes to Avoid
DO:
- Say "please" and "thank you" consistently — courtesy language is noticed and its absence reads as rude
- Respect queuing order absolutely — uneven treatment is one of the most reliable ways to cause offense
- Take understated feedback seriously — "this isn't quite right" may be a genuine complaint, not a passing comment
- Keep energy composed and measured — calm, professional warmth lands better than high-energy enthusiasm
- Use "sir" or "madam" as a safe default — let the guest set the register before shifting to first names
- Be knowledgeable and factual — accurate, specific answers land better than reassurance or enthusiasm
DON'T:
- Don't use superlatives or exaggerated sales language — "absolutely amazing" reads as hollow, not warm
- Don't enter a guest's personal space or initiate physical contact beyond a handshake
- Don't ask personal questions — keep conversation warm but within neutral, appropriate territory
- Don't assume all British guests share identical norms — English, Scottish, and Welsh guests may differ
- Don't push after an indirect "no" — "perhaps another time" means no; take it at face value
- Don't raise two fingers palm-inward toward a guest — it is considered an obscene gesture in England
