Is Great Service an Art or a Science?

Great service isn’t an accident.  It is a studied art that, when performed at a high level, seems effortless. Truly great service is also a skill perfected through practice and commitment. When done flawlessly, the effect elevates an entire experience, making it truly memorable.

greatservice staff pic

Impeccable service lights up a room. It has a resonance that reverberates. Memorable service can feel like a tuning fork when hit just right. It can clean up the airways and soothe away discord. Great service, most of all, has the power to make people happy to be alive and grateful to be present in the moment.

Memorable service is a high bar that some spend a whole lifetime chasing.

Witnessing (or even better, receiving) incredible service can be awe-inspiring. My experiences with truly exceptional service kind of sparkle and glow in my memory. In addition, witnessing great service is just as important to me. I marvel at the skill, the talent, and the seeming effortlessness act of doing big and small things for people—regardless of recognition.


Unexpected kindnesses — a door opened, a pair of reading glasses delivered for menu reading, a masterful adjustment— a dish is moved before a guest mistakenly knocks it over, and a glass is refilled before the guest notices it is empty are subtle moments in service that give me the memories my culinary taste buds yearn for!!

Memorable service requires Olympic level performance!!  It requires talent, commitment, and a very special internal energy source of faith that powers the performer to approach the challenge of service regardless of outcome.   Enthusiasm and commitment to the dishes on the menu are paramount, consequently lending the notion that everyone has a stake in your experience!!

Service is an art. Celebrate it when you see it. Most of all, tell your friends where to find great service when you experience it!

Michael O'Brien
Michael O’Brien
VP & Chief Growth Officer
Dartcor Food Services

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