How one glass of water became an easy sal

I love running. It gives me the peace of mind and mental clarity to reflect on situations or actions that either led to expected results or surprisingly unexpected ones.

During my summer vacation, I went for a 12-kilometer run on a day when temperatures hit 30°C (86°F for U.S. readers). I wanted to test my limits in heat I’m definitely not used to. I was running along the beach and, about halfway through the run, I reached a nearby seaside town. I was completely exhausted and took a break in the shade along the promenade between two restaurants.

It was just before midday, and the restaurants were still fairly empty. A group of young waiters stood outside one of them, watching me sweat so much that it was literally dripping off me. I could almost see the judgment in their eyes. They were probably wondering what kind of fool would go running in that heat.

At that exact moment, a chef stepped out of the neighboring restaurant. He looked at me briefly, turned around without saying a word, and went back inside. Twenty seconds later, he came back out holding a large glass of cold water. He walked over to me and said, “Looks like you need this.”

In the middle of his busy working day, he had the awareness and generosity to do something completely unexpected. I thanked him, drank the water, and continued my run (Grateful and impressed).

A few nights later, we had guests visiting and wanted to take them out for dinner. I didn’t even hesitate for a second because I knew exactly which restaurant we were going to in that seaside town.

While we enjoyed our meal, I glanced over at the other restaurant. The one with the young waiters. They were still there, more focused on their phones than on their guests. I watched as it took far too long for customers to get their food, for tables to be cleared, and there was a clear lack of genuine interaction that makes people feel welcome and appreciated.

Reflecting on the experience, one thing became clear: service doesn't happen by accident. As a restaurant or business owner, you need to actively shape and prioritize it. It's an attitude! You have to teach your employees how to provide service.

Teach your team to notice the small things that matter to others. Suddenly, those people become your customers.

Before you can reap the rewards, you have to sow the right mindset. That was my lesson that day.