Good Service = Good Manners

In my travels a few summers ago, I found myself in Williamsburg, VA and couldn't resist the book sections of the gift shops. My find? George Washington's Rules of Civility. I'd wanted to read it for quite a while.

The back story to this book is that as a school boy, George Washington wrote out a list of "rules" for behaving with civility in all circumstances. These were rules copied from earlier sources. It was important to him, as for many others of his time, to be seen as a gentleman with good manners. It was recognized that how we behave towards others shapes how others behave towards us. These rules continue to make sense today.

See, here's the thing. It's about civil behavior regardless of our positions. It doesn't matter whether we're the customer or customer service rep (or whatever title is used for the employee who must deal the the public.) Whatever happened to the notion of being nice to one another simply because we're human beings? Too many people feel it's OK to behave badly towards others if the other person hasn't shown them proper respect. That this makes it OK to behave badly toward them. We should respect each other simply because human beings deserve kindness and respect. We behave with civility towards each other because civility in the end, is what keeps society civilized. See the similarity of the words civility and civilized? There's a reason for that. We should be polite to each other because it's the correct thing to do, not because we're paid to do it or we think we'll get extra benefits or attention because of it.


Here's some "rules" that are as timely today as 250 years ago. My own comments are in parentheses.

• Every action done in company ought to be with some sign of respect to those that are present.

• Sleep not when others speak. Sit not when others stand. Speak not when you should hold your peace. Walk not when others stop. 

• Read no letters, books or papers in company; but when there is a necessity for doing so, you must ask leave. (See, it's ALWAYS been rude to text at the dinner table) Come not near the books or writing of another, so as to read them, unless desired; nor give your opinion of them unasked. Also look not when another is writing a letter. (...because it's not your business)

• Show not yourself glad at the misfortune of another, though we were your enemy. (It's not necessary to gloat)

• When a man does all he can, though it succeeds not well, blame not he that did it. (In other words, even though something did not work out as planned, we should still appreciate the hard work that went into the effort.) 

• Labor to keep alive in your breast that little spark of celestial fire called conscience.