Two weeks ago we stayed over the weekend at the Sheraton, Stockholm, Sweden. Pretty pleasant stay linked to rough moving task taking two of our oldest sons to Stockholm to start their university studies. And as always, I was browsing and researching around me at the hotel. No corner seat lounging this time, just a breakfast to enjoy.

Saturday morning at the breakfast room. Surprisingly busy, actually. Plenty of couples, mostly foreigners, guys ready to leave after their business meetings or kick-offs, few families – good mix, I would say. Plenty of people. And we were the lucky ones; our waitress was the one who knows what a Saturday morning at the hotel’s breakfast is all about; a smile!

I noticed she was smiling when we sat down and I asked for our cappuccinos. She was also smiling when she brought those. Thinking whether it was us who made her to smile, I started to follow her reaction with the guests around us and yes, she was smiling all the time. Even that something didn’t work perfectly, she corrected 99.9 per cent of those issues just being friendly, smiling. C’mon, you can’t be unhappy with a waitress or waiter if they are smiling. Smiling makes them humble and ready to serve. Smiling tells they are there for you and want to take good care of you. Smiling makes you feel appreciated and welcome. Smiling is about an attitude. Aaah, so easy, really!

Sheraton and other hotel managers; Outside all the kick-offs and management meetings you are having with your staff, why don’t you remind them about smiling; it’s a very powerful tool everywhere for a successful customer service, trust me. But I am not talking about that empty-head-stupid-smile but the one that looks humble and happy. Yes, genuine you might say. And usually happy people keep smiling so maybe your recruitment process should really focus on that, right?That’s the way to go!

I am sure you didn’t notice our family, just few more people enjoying their breakfast but we definitely did notice you so Gina, thank you! You upgraded Sheraton in few minutes! Hope your supervisors see what we did.

Two days and I’ll land at Shanghai. It will be a Starwood hotel again, I won’t tell which one now. This will be an interesting comparison between a Scandinavian and Chinese service. Smiles? Well, let’s see. Definitely more to come on this issue.