Mario Sergio Cortella - Como ser o melhor profissional do mundo

Summary

This video script explores the concept of excellence, emphasizing that it is not simply about meeting obligations but about going beyond what is expected. Through relatable examples, such as excellent waiters and doctors, it demonstrates how small actions can make a significant impact. A personal anecdote about a late-night sandwich highlights the importance of doing your best with what you have, even in challenging situations. The central message is that excellence comes from creating value and giving your best effort, no matter the conditions, leaving a lasting impression on others.

Takeaways

• 😀 Excellence is about going beyond what is expected, surpassing the obvious and doing more than just fulfilling obligations.
• 😀 An excellent person starts with obligation but never stops there; they aim to exceed it.
• 😀 Excellence is not about working for free but about going beyond what is required in a responsible and thoughtful way.
• 😀 People who excel are those who go beyond their duties, like a waiter suggesting more than just taking an order.
• 😀 A great waiter or service professional is someone who adds value by anticipating customer needs, such as suggesting a suitable dish or offering personalized advice.
• 😀 A memorable service experience involves being attentive and offering thoughtful suggestions, like advising a couple on an ideal portion size for their meal.
• 😀 Excellence is about the attitude of doing the best with the available conditions, even if those conditions aren't ideal.
• 😀 A story shared illustrates how a service provider went the extra mile by offering a solution when standard options were unavailable, demonstrating excellence under pressure.
• 😀 True excellence means doing the best possible job within the constraints and available resources, making the best out of a difficult situation.
• 😀 The idea of 'doing your best with the conditions you have' is central to excellence, whether in customer service, personal relationships, or professional endeavors.

Q & A

What does the concept of 'excellence' mean according to the speaker?

Excellence, according to the speaker, is about going beyond what is expected, not just fulfilling obligations. It involves doing more than what is required and doing it with care and attention, striving to surpass the minimum standards.

How does the speaker differentiate between 'obligation' and 'excellence'?

The speaker explains that obligation is merely a starting point, the minimum requirement, while excellence is when a person exceeds those basic expectations and takes initiative to do more than required.

What role does the idea of 'doing more than the obligation' play in service professions like being a waiter or doctor?

In service professions, such as being a waiter or a doctor, 'doing more than the obligation' means going beyond simply fulfilling the basic tasks of the job. For example, a waiter might suggest dishes or engage with customers more attentively, while a doctor might take extra care in explaining things to a patient.

What is the significance of the story about the waiter in the restaurant?

The story highlights how a waiter went beyond his basic duties. Instead of just serving food, he made a suggestion about the right portion size and, later, when the kitchen was closed, he creatively made a cold sandwich for the speaker and his companion, showing care and excellence in service.

What lesson does the speaker derive from the experience with the waiter at the restaurant?

The lesson is that excellence can be demonstrated by making the best of the situation, even when conditions are not ideal. The waiter didn't just accept the limitations of the kitchen being closed but found a way to meet the customers' needs, demonstrating a commitment to doing his best.

Why does the speaker emphasize the phrase 'Do your best with the conditions you have'?

This phrase is significant because it emphasizes the importance of striving for excellence regardless of the circumstances. The speaker repeats this mantra, encouraging people to always do their best within their current situation, even if it's not ideal.

What does the speaker mean by 'making the best of the situation'?

Making the best of the situation means taking whatever resources or opportunities are available and using them creatively and effectively. It's about finding ways to achieve excellence even when the ideal conditions aren't present.

What does the speaker’s approach to not driving reveal about their perspective on excellence?

The speaker's choice not to drive is an example of knowing and embracing one's own limitations. They don't feel the need to do everything and recognize that focusing on one's strengths can be part of the pursuit of excellence.

How does the speaker use the example of the road trip to illustrate the importance of excellence?

The speaker uses the road trip experience to show how even when faced with hunger and late-night circumstances, excellence can shine through. The story of finding a solution in a tough situation is framed as an example of the waiter’s excellence in service.

How does the speaker view the role of small, thoughtful gestures in defining excellence?

Small, thoughtful gestures, like the waiter suggesting a portion size or making a sandwich late at night, are seen as critical components of excellence. These actions show care and a genuine desire to help, which are valued more than simply doing the minimum required.