Why the F*** companies forget why they exist?

It all goes well, and I work to the best of the company, but if customer is unhappy, my priority isn't the company it is the customer. Sure company should be efficient, but what is the reason of company's existence if customers don't get what they need at the time when they need help the most? From my work experience as a waiter in a Hotel, I felt happy by being able to help people even if I was busy with over 200% of my abilities. There were moments where I listened to customers more than my chef, I am sure both were right, and if customer got what they asked, they will probably forget it, but they will always remember when we didn't help them. So I listened to customers more. Good moments were when customers asked If I was the chef, and that would make me very happy, I of course said no, but they insisted that I was too humble haha.

Later that day, my chef asked why am I behaving like a chef?! I didn't have an answer to that. I think I always behave like that, I love watching around to see if someone needs something. Because when I go to restaurants, I expect that at least one waiter would look at me, but it never happens, I end up feeling that no-one cares about me, although I am in a a place where a single burger can cost me easily 15 euros => It is important to be in the watch, even if you have a lot of things to do.

I was told that I could work a little faster, I can't disagree with such statements. We could really do really big things, take Elon Musk as an example. (back to topic) I believe the vibes in the hotel shouldn't be broken, and the motion shouldn't be drastically different to customers motion. If people are walking slowly and nicely, I should walk 1.5x 2x times their speed, but definitely not faster, this distracts the customers, and make them confused. I am afraid of breaking the vibe if something falls and breaks, this makes people a little uncomfortable, probably me too. I am fine carrying the trays, and It would be nice to tell me "Good job, go get a cookie", who doesn't love cookies?! I would carry trays, for 4 hours in a row, thanks to my fitness background, I was able to survive non-stop work, also I don't smoke, so it really was non-stop. It is not hard for me, and I don't expect cookies, not complaining, but I think it would be a nice addition, like a feature.

Trays would be full of different dishes, plates, cups, and others, so I had to distribute them to their respective locations to be washed later and in the process there could be a few food drops over my leather shoes, shoes cost half of my salary and I would clean them for 20 seconds, which I believe is good for my shoes, for the hotel customers, and for my wallet. I believe it's important to look fresh and clean in front of customers. Within 20 seconds, there would be a ton more trays waiting for me, that's alright. It would be a good idea to have little more employees for the staff, as I heard from staff itself, they needed at least 5 more people to not to physically be frustrated. Its a 4 star hotel that gets at least 250 customers per day. I had a conversation with at least 6 key staff members, and they all have been working for the hotel for at least three years and are very efficient. And they told me they will leave, because the hotel is really sucking up all their energy and gives nothing back. I think that's a very low employee tenure. I believe that Hotels must pay more, care more in deeper level, share the brand vision, mission, promise on a constant basis, transparently distribute tips and ask employees to fill out self-performance reports where they share about their successes, where they need help, things that worked and didn't workout well and praise others. Why did I add "Transparency in distributing tips?", because I was serving the last person in the restaurant and she left me a bill (tip), she actually didn't have to, since I just brought coffee and asked her how she is doing and how does she like Berlin. She put the money on the table, and when she finished I took the empty dishes and wished her a great day. I brought the dishes for washing without taking the money, because I wanted to see if my chef would share the tip with me. I returned back and saw him collecting the money, he thought I didn't see, which is good for my experiment to be natural (see. Natural experiment).

This way employees would stay much longer, and in case they left, the people they meet on their way who ask them "Which hotel should I work for?" the answer would be "I worked at [Name of the Hotel], it's the best for experience, work/life balance and they pay and treat you well", this is a pure promotion in an emotional level.

Of course, demographics of the visitors of the hotel weren't the ones who would come back for the next decade, they may not be here anymore, but one thing I know about them is they are the only people who can share the true love more than any other age group and especially in Germany, where children leave very early and tend to rurally visit their parents/grandparents. I am from Central Asia, and if one doesn't visit their family they will feel very very bad, so we visit one another very often.

I wasn't trained to be a part of the staff of the hotel, I just acted in common sense, what's the most important for the customer. Why companies succeed - because customers buy. Why customers buy - because company cares about what customer considers as important for them. So I did. I have a good common sense, I track my actions and see what I feel, and see if others feel same. There are people who can raise hands high if they need a waiter to come to them, but I also know that there are people who are shy and would prefer eye-contact, and they would wait, because if they approach or stand up and raise hands, they would be uncomfortable. This is the dang reason hotels exist, it is to make people comfortable, relaxed (this word is written all around in the hotel). Some hotels fail to explain the brand promise to their employees, they forget to not only educate them, but also being a role model. Coca-cola stills exists because their brand promise: “To inspire moments of optimism and uplift.” has been delivered through all of their marketing channels, whether it texts, videos and events. Quite frankly, I never heard this brand promise, I always felt it. I am sure most of you haven't heard about it either, but just like me, felt it through their marketing and PR.

If you have a company, remember why it exists. If it is failing, think about it, is it because it's failing to follow its promises? If you were successful before, but lost your focus, you need to get back to the focus you had before. It of course depends on the mentality and ethics of the company, if it has good products, you can always connect to hearts of people.

Remember why your company exist and remind that to your employees.

Let me know in the comments what do you think, what's an important aspect for large Hotel companies to stay competitive in the market? How can we increase employment life cycle? How to make sure customers come back?

Looking forward for your comments, I will reply :)