Came across an interesting excerpt from a book I was reading and pondered its relation to providing customer service and how one should treat their customers, regardless of the service or product being provided.
From Charles MacPherson’s The Butler Speaks:
“The famous designer Oscar de la Renta taught me one of the most important lessons of my professional life. When asked, ‘What is luxury?’ His response was this: ‘Luxury is a feeling.’ He went on to explain that paying a high price to be served a cup of coffee in a fancy hotel by an employee who pays no attention to you is not luxury because it doesn’t make you feel special; rather you leave disappointed. In contrast, buying a cheaper coffee prepared by a street vendor who gives you his undivided attention makes you feel important and welcome. That is good service. That is luxury.
Luxury can be had by anyone, because it’s about giving someone the gift of feeling welcomed, cherished, and looked after.”
