Listening Is the Secret Ingredient

My mom was a very smart person. She taught me many things though the use of sayings. A stitch in time saves nine; look before you leap. One saying, which I have no idea if she made up or heard somewhere, was that she always said, "God gave you two ears and one mouth, which means you should listen twice as much as you speak". That is one lesson that I wish everyone could learn. At Othello's Italian Restaurant, I try to instill this to all of my staff, the importance of listening. Whether in the front of the house or the back, when we have a predetermined mindset, we all close our ears and speak over the other person, resulting in not hearing what they are saying.

Listening is an art. Regardless of the industry you work in but especially the Hospitality Industry, customer communication is paramount to success. So, next time you are in a conversation with a customer, coworker, or your boss, listen to them, and when they are finished talking... it's your turn.