Courtesy Is Contagious: The Diminishing Element of Service in a Fast-Paced, Digital World
Today's world is fast-moving and so much of our communication has moved behind screens, from emails and text messages to virtual meetings and social media interactions. While technology has improved efficiency and speed, it has also chipped away at one critical element of service culture: COURTESY. Now more than ever, we need to remember that courtesy isn't just a simple gesture but the foundation of meaningful interactions and long-lasting professional relationships.
One powerful example of the timeless value of courtesy comes from the history of the Dinkler Hotels, a family legacy of my dear friend, Carling Dinkler III. In the early 20th Century, his great-grandfather, Louis Jacob Dinkler, built more than 22 hotels across the southeastern United States, each one reflecting a single guiding principle: “Courtesy Is Contagious.” Engraved on every employee’s name tag, this phrase wasn't just a tagline but a mission statement that set Dinkler Hotels apart from its competitors. It defined their "Why," the reason behind their success, and what they stood for—exemplary service.
The Disappearance of Courtesy in Modern Communication
Today's world is one where communication is often transactional and efficiency-driven. It can be easy to overlook courtesy in favor of speed as relationship development takes a back seat to speed. As emails flood inboxes and Slack messages pile up, simple niceties like "please" and "thank you" are often omitted in the rush to get things done. In customer service, this oversight becomes more glaring. When courtesy is sacrificed, the customer experience is diminished, and relationships can falter. A void is created in the customer experience where the customer feels undervalued.
But why should this matter? Because courtesy is the heart of human connection. It creates a culture where people feel valued and respected, whether in a hotel lobby or through an email. More importantly, it’s contagious. A single kind gesture can trigger a ripple effect, improving the atmosphere in any workplace or client interaction.
Why Courtesy Matters in Service Culture
For businesses to succeed in today's competitive landscape, it is crucial to develop a robust service culture. The Dinkler Hotels demonstrated this decades ago, understanding that the key to customer loyalty wasn't just in providing a service but in how that service was delivered—with warmth, respect, and a personal touch.
Service culture should still be the lifeblood of every organization today. Whether you're managing a Fortune 500 company or a small startup, your business thrives on how customers feel when they interact with you and your team. Courtesy is more than just manners; it shows that you care, that your focus is on creating value "excellence beyond expectationTM".
The Ripple Effect of Courtesy
When hotel employees at the Dinkler Hotels wore those "Courtesy Is Contagious" tags, they weren’t just wearing a piece of jewelry. It was a badge of honor that set a standard of behavior. It reminded every employee, from the bellman to the hotel manager, that their attitude and actions shaped not only guest satisfaction but also the overall culture within the business.
Imagine if that principle were widely adopted in today’s workplace. Imagine if every interaction—be it with a customer or a colleague—began with respect, patience, and courtesy. The ripple effect would be enormous, extending far beyond individual exchanges to create an environment where everyone feels valued.
Bringing Courtesy Back to the Forefront
To revive courtesy in today’s digital and fast-paced world, we must first acknowledge its importance in the bigger picture. Courtesy fosters trust, builds rapport, and strengthens relationships. It's an element of service that should never be an afterthought but an intentional, core part of every interaction.
Whether you're face-to-face or communicating "behind the screen", courtesy has the power to change the trajectory of conversations and create lasting impressions. It’s not about slowing down efficiency but about enhancing it through human connection. Remember: courtesy is indeed contagious, and as businesses look to thrive in the coming decades, they should take a page from the Dinkler Hotels and make courtesy their "Why."
So, let’s make a conscious effort to bring courtesy back into our communication—both online and offline. It's not just good business practice; it's the essence of great service culture.
Fred Reggie is a Business Strategist and Coach specializing in Service Culture Development, Leadership, and Communication. He facilitates successful Mission Development workshops and retreats to elevate client brands.You can contact Fred through Email , connect on LInkedIn, or schedule a call to discuss how your company Service Culture measures up.
