In the early 2010s, I was invited to travel to Poland by LOT, visiting Krakow and Warsaw. It was a fun group of colleagues and professionals eager to learn and enjoy the experience.
We were accompanied by the local representation manager, who was Polish. One evening, he casually shared a piece of wisdom that turned out to be the most memorable part of the journey.
He explained the golden rule of providing services: ensure the quality you offer matches what you would expect for yourself—no less. This principle is easy to understand for anyone with a reasonable level of conviction and intelligence.
However, he also spoke of the platinum rule, a principle mastered by only a select few: deliver a level of quality far beyond what you would require for yourself. For instance, while you might not fly in a private intercontinental jet, your clients might; or you might not stay at the One&Only Reethi Rah or the Four Seasons at Landaa Giraavaru during a holiday in the Maldives, but your clients might. As a service provider, you must offer these high-end options with confidence and anticipation, regardless of what you can afford or expect in your own life.
https://www.oneandonlyresorts.com/reethi-rah