So what are the best ways to implement this 5-star mindset? First, recognize that 5-stars is not about an award or designation. It's about a mentality...a way of working...discipline...and most of all, a healthy disdain for anything mediocre. Whenever you find yourself thinking, "Well that's ok" or "It's not that bad" or "It'll be perfect next time", then you're drifting away from the 5-star mentality. Let me be clear, you don't have to work in a 5-star establishment to have a 5-star mentality. I've seen 3 and 4 star establishments with the 5-star mindset. I've seen grocery stores and airlines with the 5-star mindset as well. 5-stars is about excellence and striving to be world-class in whatever you are doing...all the time.

I recently stayed at the Wynn Las Vegas, and had a 5-star experience. One of the true testaments of a 5-star experience is how well the staff takes ownership and follows through. Shortly after checking in, I ordered room service. When the order came, the server was refined, yet very personable. She asked me where I would like the table to be set up, and I told her in front of the television. She then asked about my television station preference, turned the channel to the desired station, and placed the remote control right next to me. After uncovering my food and describing each dish, she asked if there was anything further she could do to assist. I had forgotten my lint roller at home, so I asked if the hotel might have one for me. She said that she'd be happy to take care of it, and I would have an update within a half-hour. Less than 15 minutes later, someone was knocking at my door. It was a laundry attendant with a silver tray and 3 lint rollers for me to use. By the way, the attendant also used my name and inquired about further assistance also.

On a recent trip to Spain, I stayed at the Hotel Puente Romano in Marbella. My interactions with the lobby concierge were exceptionally positive, and I began to wonder, what would happen if every employee in a business developed that same concierge mindset. What if every employee served like a concierge and did not allow their service delivery to be constrained by their job title? If this becomes the case in your business, then here is what each employee, including yourself, needs to do consistently:

o Never say "no". Always give options and alternatives.
o Going above and beyond will be the minimum standard of performance for all customers.
o Feel empowered to create exceptional memories. This assumes that your leader trusts you enough to empower you, coach (not chastise) your efforts and give encouragement regularly.
o Coordinate and work with other departments to surprise and delight customers. It is difficult to go above and beyond by yourself.
o Always follow through on customer requests.