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mary portas


"Don't judge a book by its cover."

Sometimes, what you see, isn’t always what you get.  Don’t judge a book by its cover my dear old Gran used to say. And the same is true with people, as we found out at a training session last week.


We’re in a big new, beautiful restaurant a week before soft launch. We’re mid-session and a shy, nervous student gets in front of the rest of the class. She moves to the front of the room to see if she can put into action some of the things we have been talking about. She starts the mock scenario with our actors. To begin with, her style is cold at best, at worst a bit scary, intimidating, aggressive almost. 


Now, at first glance you may have thought there is no way this person could provide gentle, empathetic and fluid service. She obviously hasn’t got ‘it’ and there’s no way she could learn ‘it’. ‘It’ being that elusive, effortless ability to make guests feel relaxed and welcome. Some people may have thought she’s never going to get ‘it’. Just let her get on with it and maybe she’ll leave eventually.  Not us. We try a couple of things. She has a go at the scenario again. Not great but better. The girl has heart and determination. The pressure is building as the rest of the class watch on. The actors look a bit scared. We work on voice, body language, intention and then boom! I can’t do justice to the transformation; all of a sudden there is the most incredible smile, a warmth, a joy, a sense of humour. She has ‘it’ and not just a bit but she has ‘it’ in spades and all in under fifteen minutes.


I have no doubt this particular student will go onto to be a General Manager, the feedback from the management team has been incredible and this particular student has discovered a side of herself she didn’t know existed. Transformations like this are incredible and they create the most loyal and dedicated employees; but sometimes you have to get through the hardback cover to discover them. I just wish my Gran could have been there to see it.