Learning the art of service: Lessons from a bar that shaped my management career

[Adapted from the previously published story in 2018]

At 14, I started as a barista to help with my education. What I learned while waiting tables and serving customers many years ago continues to help me today.

I like to visit this one particular café a lot. It differs from the others, perhaps the most Italian cafe in Dubai. The barista there is kind and always smiles; he remembers who I am, my cappuccino is made just the way I like it, served at precisely the right temperature and, above all, the place is clean and orderly even when it is hectic. It’s fascinating watching the barista at work — he has a method in all that madness, an order in which he ticks off his tasks, everything is in the right place where he can find it easily, and the crowd is just a detail he’s already planned for. It’s like watching a well-choreographed dance.

It takes me back to many years ago when, at 14, I had no choice but to take on odd jobs to pay for my education. During those hot Italian summers, I worked as a bartender and waiter and had a mentor nicknamed ‘Ciappelini’ (or 'Ciappe' which means ‘tiles’; I’ll tell you why some other day). Today, when I look back, I realise how Ciappe’s patient bits of advice yet demanding expectations have shaped my work ethic and greatly influenced my personal and professional development.

I remember how there were days when I had sore feet and was angry or frustrated, but I also remember feeling intense satisfaction and pride when I was the first to arrive to open the bar and the last to leave at night. Sometimes, Ciappe and I would linger on to talk after the last customers had left. In those moments when I was sometimes too tired even to stand, I learnt a lot that has positively influenced my career.

That barista in Dubai is from the same school of thought as Ciappe. What he does so intuitively is something called standardisation of process in business jargon. Having a clear process can help automate and speed up repetitive tasks. So, instead of wasting time looking for things, he has a system and knows exactly where to find everything he needs. I learnt this essential skill while bartending, so now, in business, I always ask myself what tasks I can help my team standardise to enhance their efficiency and reduce customer frustration.

1. Humbleness

There was this one time (the very first one) when Ciappe saw me holding a shaker, and he yelled in Italian:

“They should give you 20 years of prison!” (Italian: "20 anni!")

With the arrogance of youth, I thought I had my shaker technique down pat! But not. I had no idea because I hadn’t observed what others were doing. My presumptuousness at 14 would be considered dangerous in the business world. Without having a fair benchmark and market comparison, you risk overestimating your skills by thinking you know it all– and that’s exactly the complacency your competition will exploit.

2. Curiosity

To make a fair benchmark of the market, studying it thoroughly, as he said:

“You have to pass the tunnels”. (Italian: "Devi passare le gallerie!")

The galleries were the element and the symbol — and still are — that separated my little town, Deiva Marina, from the adjacent town, Moneglia. In its jargon, passing the galleries meant that you must have the courage to know new squares, new places, to go out of your comfort zone that was your village.

3. Respect

One morning, I arrived a few minutes late, and Ciappe advised me in his inimitable style and few words:

“Always 5 minutes before and 5 minutes later”. (Italian: "5 minuti prima e 5 minuti dopo!")

From that day onwards, if I’m ever late, I hear his voice gently reprimanding me. I learnt to respect other people’s time. A colleague may wait for your arrival to end his shift and be forced to delay because of you. The empathy and accountability I learned have helped me work with teams and manage complex projects.

4. Innovation

“Freschness!”. (Italian: "Mettiamo un po' di freschezza sul banco!")

I remember very fondly how Ciappe would put mint leaves, freshly picked from his garden, on the bar counter every morning. This small but significant gesture conveyed a sense of care and service dynamism. In his way, Ciappe understood how to constantly refresh his service — something that today in the software industry, and with apps, means things like weekly updates and product development sprints.

5. Personalization

“Remember as he likes it!”. (Italian: "Ricordati come lo vuole!")

Ciappe was almost obsessive in asking me to remember the names of regular customers, personalise their cappuccino art, and how they liked their coffee (long, not too hot, in a hot cup, short, stained). This was how I learnt the importance of personalisation of products and services. Every customer should feel valued. Personalisation creates a sense of confidence and mutual empathy, so customers don’t feel like just another number.

6. Kindness

“Smile, always!”. (Italian: "Sorridi. Sempre.")

I also learnt to “smile and always greet people with genuine warmth“— talk to them if possible. Back then, it was a way to get to know and give attention to your customers. Today, it is called cultivating human relationships. People do business with people, and maintaining human relationships is extremely important but often forgotten, especially in this day and age when we increasingly “connect” but don’t always engage with each other.

7. Readiness

“Ready!”. (Italian: "Pronti! (sveglia al mattino eh)")

Another thing Ciappe used to do if we ever had some quiet time at the bar was grilling me on things I should know on the job. There is no way I could have survived around him if he ever caught me checking the recipe book to confirm the contents of a cocktail. In short, I always had to do my homework. So always be ready and prepared, study and stay up-to-date on your market to improve efficiency and remain relevant as your industry evolves.

8. Leanness

During busy times, his mantra was:

“Never return empty-handed.” (Italian: "Mai tornare a mani vuote!")

If you went into the hall to take an order to a table on your way back, you had to clear another table. We call it process efficiency these days. Never duplicate efforts, permanently conserve energy and optimise time and resources. We apply these principles to manage the business models of companies efficiently.

Today, after having different business management experiences, I still apply what I learned as a bartender nearly 30 years ago, almost unconsciously. Those principles have always been part of me during my journey. Despite all the subsequent experiences, my academic degrees and MBA, and the hundreds of books I devoured, no theory can compare to the practical advice I received.

I think it is essential for young people today to have a work experience from an early age. These are the experiences that shape you into the person you are meant to be; they keep you grounded and focused, and if you are lucky like I was, you will meet your own mentor when you least expect.