Credit Professional 2018 Spring_2018_magazine | Page 29

LOVE Is a Four Letter Word
In the Business World
By Mark Sanborn, CSE, CPAE
It makes us uncomfortable.
It seems inappropriate on even
taboo. It can also make you
and your work irresistible.
Let me explain:
Some years ago, I wrote a
book about an extraordinary
individual who loves his work.
My editor at the time deleted
the word love every place I used
it. Instead, he suggested using
the phrase “generosity of spirit.”
“Why not love?” I inquired.
“Because the word love
freaks out businesspeople,”
he responded.
In my estimation, he was
half-right. I think the word
love freaks out most people,
especially when applied to
work. That’s because, more
often than not, it is associated
with sugary sweet emotion or
sentimentality. “I love my
colleagues.” “I love the daily
grind.” “I love my customers.”
becoming saccharine. What
does love look like when it
shows up for work? It you pay
attention, you’ll notice it more
often than you think.
breakfast buffet. A chef named
Jeremy staffed the omelet
station. “What can I prepare
for you sir?” he asked.
I ordered an egg-white omelet
A few months ago, I spent time with lots of vegetables, ham,
at the Ritz-Carlton in downtown and a little cheese. “You’ve got
Atlanta. Everyone you’ll meet at to add a little cheese to an
the Ritz is typically on top of
egg-white omelet,” I shared
his or her game. The staff refers with Jeremy, “otherwise it’s just
to you by name and exhibits
too boring.”
Hollow. Superficial. Cliché.
the attitude of “ladies and
gentlemen serving ladies and
“Not my omelets!” he boomed.
Nobody I know loves every
gentlemen.” Their unique brand “They’re never boring. That’s
because I add a special
aspect of her or his job. I don’t of service will ruin you for all
ingredient. He paused for
know of any perfect jobs in this other hotel chains. But it also
imperfect world. I wish they
makes it challenging for a
effect. “I made my omelets
Ritz-Carlton employee to truly
existed. But I know that it is
with loooovvvveee!”
possible to love the work we
stand out.
perform, love the people we
His unorthodox pronouncement
got my attention, but I smiled
work with, and move the people After a night’s rest, I entered
we ultimately serve. We can do the hotel restaurant and took
politely and took the plate.
With one bite, I could tell that
it without going over the top or my place in line at the
continued on page 29
The Credit Professional
28
Spring 2018