The question on Quora was: What is your best customer service experience in hotels?

I wasn’t the customer.

Personal service at Four Seasons Hotels is legendary, and I believe it’s because the human consideration they show isn’t just for customers, it goes deeper through their organizational culture.

There was a cappuccino bar out in the foyer at this upscale wedding. As the audio engineer for the event, I’m still part of “the help”, so I don’t brazenly avail myself to the dessert spread, or stand in line at the espresso bar, but I knew the staff well, and knew to be discreet.

The crowd had thinned near the end of the event, and no one was in line. That was my opening - I went and ordered a cappuccino. The barista methodically brewed my drink, which of course isn’t a simple pour from a carafe, but takes a couple minutes. Not wanting to be seen standing around the spread, I stood off to the side as he worked. My spidey sense tingled a little that I should get back to the bandstand, I started feeling awkward standing around the foyer, and I regretted not finding a quicker caffeine fix. Just as the barista finished topping the cup with foamed milk, an actual guest walked up and ordered a cappuccino. Guests come first; the barista handed it straight to him.

Which was totally the right thing to do.

I knew the barista would make another one for me, but I really couldn’t afford to stand around even longer, so I smiled, shrugged, and nodded to him and got back to the ballroom. Without saying a thing, we were on the same page - I understood why the guest got “my” cappuccino, and he saw why I couldn’t stick around for another.

I forgot about it, and the band finished up. I had started wrapping cables and pulling down speakers, while guests dispersed. There was a tap on my shoulder. The barista stood behind me with a kind smile, holding a fresh cup of cappuccino.