Category: Letters to the Editor

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Letters to the Editor Newsletter

The Modern Butlers’ Journal, February 2020, Letters to the Editor

PostBoxContinuing the correspondence with Alex Parker for his article on Batman’s Batman:

“The show is more about the fantasy version of MI6 that is known to most Americans—James Bond, etc.—than the reality. If you don’t mind my asking, what was your experience with intelligence analysis? Not a big deal, just would be a nice detail for the story–you’re a real-life Alfred!”

Ed: I’ll take that as a compliment. I agree on your analysis about the fantasy version of MI6. To answer your question, I analyzed a stream of information for a client in order to identify trouble spots, or conversely, good spots, and then provided an analysis of those spots with recommendations where needed. This was in the early ‘80s and I did it for four years before moving over to being a butler in England and then the US.

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

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Letters to the Editor Newsletter

The Modern Butlers’ Journal, January 2020, Letters to the Editor

PostBoxContinuing the letters with Alex Parker for his article on Batman’s Batman:

“I thought of one more question, sorry to keep bugging you. Part of why I’m writing this is because a TV show Pennyworth is soon to premiere and it’s about Alfred’s days as an MI6 agent. You said that all of your prior work helped prepare you for the butler profession—I’m curious how being an intelligence analyst helped.”

Ed: Good question. I am neither vouching for MI6 nor its ability to analyze situations correctly—their use of logic and investigative technology is very weak when it comes to a) evaluating data and b) using that analysis to analyze situations and so divine exactly what is going on and c) then work out how to handle the issue uncovered. I have had one instance in my personal life that resulted in considerable grief because of their inability to analyze situations correctly. I am sure that they have enjoyed successes within their definition of success, but the overall statistics for the British Empire are pretty poor: It went from being the largest empire in the world to struggling to maintain Great Britain as a unit. As MI6 was formed over a century ago, I would say it has presided over that monumental contraction. I am not commenting on the rightness or wrongness of the British Empire, only that MI6 was given a task and has failed at it singularly—and all for lack of an understanding of their own subject: Intelligence analysis.

Suffice to say, with regard to your question, if one could analyze information properly and reach correct conclusions and thus take the correct actions that actually resolved the situations, it would stand one in good stead in any position—certainly for an intelligence analyst who was later to become a valet/butler tasked with making right decisions more often than wrong ones for the employer.

Would you have replied with anything substantially different?

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

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Letters to the Editor Newsletter

The Modern Butlers’ Journal, December 2019, Letters to the Editor

PostBoxLetters to the Editor

“I wish to express a huge thank you to both Modern Butlers and Mr. Herman! Thank you for having Mr. Herman in your monthly Journal. I’m a house manager taking care of a huge estate in Beverly Hills that has more silver and brass in it than any other house I have ever taken care of. I was at my wits end dealing with all this silver, I knew I needed to be able to appreciate it more and have some affinity for it. I contacted Jeff for a pep talk about how to go about taking care of all these precious metals.  He was so gracious with his time. I was just amazed at all his help. His website is a huge resource everyone should know about. Mr. Herman saved me from watching hundreds of hours of You Tube videos that might have contained wrong directions. I got straight, precise and exact information I needed from Mr. Herman. He helped me to preserve the silver and is making me look good at doing my job.” KW 

Ed: Thank you so much for the feedback—we always appreciate hearing how the MBJ has been of use and I will make sure that Mr. Herman receives the good news, although I am sure you expressed it to him in person :-). We very much appreciate him, too!

# # #

[A LinkedIn correspondence] “We need good trainers and consultants such as Steven Ferry, Chris Anthony, Neil Shorthouse, FIH Roy Cheng in Malaysia.”  DS

Ed: As with Neil, I thank you for the kind words, David.  Also, your words “…big luxury brands and names are struggling due to leaders often hiding behind the desks and not checking on standards” are spot on.

This, in my view, is in part due to the amalgamations of brands that have occurred into super chains and the focus on the bottom line as investors have taken over ownership over hoteliers. 

To counteract this, we have formed dna-qa.com as a complete revolutionizing of the approach to QA, including the introduction of emotional and guest engagement skills. I believe these points, plus the need for proper training that you mention, to be critical.

And if we are to be honest and recognize the elephant in the room, the increasing lack of a hiring pool as dropping educational and moral standards push those coming into the workforce away from the notion of work and service. This is a huge issue that we, as a profession, can overcome in part by making hospitality more appealing, but which really requires a systemic change in education as a whole and in moral standards in particular. There are solutions for these two issues, too, but they have yet to gain widespread traction. It all starts with recognizing that these properly stated problems do exist, though.

# # #

Continuing the letters with Alex Parker for his article on Batman’s Batman:

“I’m also interested in the cultural image of a butler–the way it was this universally known figure of wealth and status at the turn of the 20th century, at least going back to Jeeves from P.G. Wodehouse. (Who, I learned from Wikipedia, was actually a valet.) So when they created this comic book character in the 1940s who was a rich playboy, it just seemed obvious that they’d need a butler character. These days, though, you don’t see it often in books or movies, at least that I can think of. Even though, as you point out, the profession has been growing since the 70s. If you have thoughts on this, please let me know.

Ed: Butlers serving playboys or single adventurers is not a recent phenomenon. See https://en.wikipedia.org/wiki/Jean_Passepartout  for instance. They are a valet, housekeeper, butler, confident, driver, cook etc. rolled into one. They are variations of butlers managing estates and households, and these go back a thousand years in England—their reputation based on being of service to royalty, nobility, and the extremely wealthy and powerful, who need a discreet and effective right hand man they can trust to manage their personal affairs and act as sounding boards and even advisors, while offering no attitude, or need on the part of the employer to deal with their off-at-hand opinions or vexations. 

Would you have replied with anything substantially different?

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

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Letters to the Editor Newsletter

The Modern Butlers’ Journal, November 2019, Letters to the Editor

PostBoxLetters to the Editor

“I thoroughly enjoy your monthly newsletter and I look forward to each new issue – congratulations on a job well done, it’s truly a wonderful resource for all of us.” JG

Ed: Comments such as these make it all worthwhile, thank you.

# # #

“I always learn so much from your newsletter and am so grateful for its existence. I was saddened by the gossiping backbiters that exist in our field. The ‘too little too late”’ [mentioned in the last issue] was not lost on my perceptions of an undutiful human being.

“My contracts are very clear about confidentiality. I suppose it is an ethical character flaw to put an employer in a scandalous light. Are these colleagues looking for a small payout, notoriety maybe? I am not sure. Who would want to hire someone who wasn’t a trustworthy individual to their last principal?

“Though I prefer to put my principals in a positive light, I would and I have had to report abuses that I have encountered and witnessed. I am skilled enough to know I can find another position—which I have done because of sexual harassment, but I don’t sue, I leave.” DS

Ed: Many thanks for sharing your experience and thoughts in support of the key qualities of private service professionals

# # #

Continuing the letters with Alex Parker for his article on Batman’s Batman:

“I see Alfred as kind of the quintessential or stereotypical British butler—he is always uniformed, polite, reserved, seems to work full-time to attend to every household need, lives on-premise, and is essentially a member of the family. Do butlers like this still exist in North America, or the world? If not, how has the role changed?

Ed: Yes, butlers definitely still exist who are quintessential butlers—or in America, they are generally called Household or Estate Managers. The role requires that one have this attitude and approach, otherwise one cannot be of real service and also be accepted in the family as a resident alien—I just came up with that term, being one myself as a Green Card holder before I became an American citizen, but it has some applicability in the domestic environment—and perhaps also in the world of Batman.

Would you have replied with anything substantially different?

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, October 2019, Letters to the Editor

PostBoxLetters to the Editor

“Might I use your Code of Ethics as a basis for Service Learning at our college’s Humanities Department? It works so well for our Service Excellence commitment.” EMV

Ed: “Of course, we wish you success with the implementation.”

“Thank you so much—we are not butlers, but we serve as well!” EMV

Continuing the exchange with Alex Parker, who was seeking information for an article he was writing about the new lead character in the Batman movies—the butler:

“Just from the little Internet research I’ve done, I’ve read that the profession has grown in recent decades as the number of wealthy households has increased, but the role has become more technical, almost more like being a computer engineer. Am I understanding this correctly, and do you have any further thoughts on this?”

The editor’s response:

“The role has grown in numbers, having almost disappeared in the 1970s. Various new waves of the wealthy have been created over the last half century (dotcom, Arabs, Russians, Chinese, techies, et al), all of whom have seen butlers as (a) an expected status symbol and (b) a necessity if they are not to end up running their own estates and having to personally deal with staff the whole time—better to hire a butler to take care of these matters and focus on the great games to which great wealth opens doors. Having strangers in large houses to care for them is a given, so it makes sense to hire those who are attentive, intelligent, and trustworthy, whom you can count upon to be there for you because they are loyal and know you inside out—no explaining to do, they present things you want without your having to ask for them.

“And yes, as technology has grown in our lives, so too has the butler’s role required that he or she be able to manage complex technical systems and gadgets. Does that make them system or computer engineers? Not at all. Anyone thinking so should persuade their butler to take a leave for a month and bring in a computer engineer to be the butler: Both parties will be glad when the month is up. I have trained extremely intelligent computer geeks to interact with CEOs of transnational companies. The training was very successful, but their being butlers at the beginning of the course was a complete non-starter—they know how to communicate with bits and bytes (more than I do, to be sure), but talking to real people? Oh no!

“A butler is first and foremost a private-service professional who knows how to manage a house and the principals, guests, staff and vendors in and around it. He has secondary skill sets, which vary depending on the needs of the employer, and these can include chauffeur, chef, golf partner (who knows how to lose by a small margin), and these days, an operator of certain digital systems and equipment.

“However, when you have techies who know a lot about bits and bytes, commanding billions of dollars, they sometimes make the mistake of transposing their work environment and technology into their private house. They seem to have no idea that a house is a home, not an extension of their technical systems. No amount of AI robots and software can substitute for live, intelligent, and genuine butlers. Make their job easier? Yes—where the technology is not buggy and a distraction. But homes are meant to be warm and welcoming, not clinical and business-like. Anyone pushing this AI angle as the great breakthrough in our lives that will do away with the bother generated by humans might want to review the movie Cast Away and the hopeful but hopelessly inadequate relationship between Tom Hanks as the lead character (Chuck Noland) and his one-and-only companion, Wilson.”

Would you have replied with anything substantially different?

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, September 2019, Letters to the Editor

PostBoxLetters to the Editor

An Alex Parker just completed a series of emails/letters with the editor in order to write an article on the new lead character in the Batman movies—his butler!

“I’m working on a piece about the character of Alfred Pennyworth, Batman’s butler, and I’m trying to obtain some background on how the professional role of butlers has changed. Do butlers like Alfred still exist?”

We will run this series of emails with the editor’s responses, and invite the readership to provide their own answers to the questions.

Not being a batman or any comic aficionado (“I will need to bone up on this Pennyworth chap, as, to be frank, I have not kept abreast of the character.”), Alex kindly offered the following guidance to the editor: “His Wikipedia page is very extensive.”

Thus prepared, the editor received the first of Alex’ questions: “I see Alfred as kind of the quintessential or stereotypical British butler—he’s always uniformed, polite, reserved, seems to work full-time to attend to every household need, lives on-premise, and is essentially a member of the family. Do butlers like this still exist in North America, or the world? If not, how has the role changed?”

The editor’s response: “Yes, butlers definitiely exist who are quintessential butlers—or in America, they are generally called Household or Estate Managers. The role requires that one have this attitude and approach, otherwise one cannot be of real service and also be accepted in the family as a resident alien (I just came up with that term, being one myself as a Green Card holder before I became an American citizen, but it has some applicability in the domestic environment!).”

Would you have replied with anything substantially different?

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, August 2019, Letters to the Editor

PostBoxLetters to the Editor

Something happened to my staff and I the other week that no one can prepare for: The death of a staff member on the job. I wanted to share it with the MBJ readership in the hopes it could help a colleague.

I have had the pleasure and honor of working with a gentleman, a contract worker at two of my employer’s homes, who was one of those rare people willing and eager to help wherever and whenever needed; he was a joy to be with and a valued member of my team. 

He had experienced and come through a couple of health issues. We returned North for the season and were in full swing with house guests, when all hell broke loose at a dinner party, at which he was helping serve, as we finished clearing the main course.

This gentleman had mentioned to one of the housekeepers that evening that he had a pain in his chest and was feeling clammy. She had offered to walk him to a bench in the hallway and give him some water when he started gasping for air and turning a very deep red in the face and his body became very rigid.

I was in the pantry when one of the housekeepers came in screaming for me, saying the gentleman was not well. When I went to him, the other housekeeper was by his side, begging me to help him. Not knowing what a heart attack looked like, I had no idea what was happening, but lay him on the floor, loosened his shirt and tie, and called out to him with no response. We called 911 and I administered CPR until the paramedic and police arrived. They took over his care while firing all sorts of questions about what had happened, what medical conditions he had, the name and phone number of his doctor, whether he had undergone any operations or had any allergies; what his address was, date of birth, next of kin or friends and their phone numbers. Some questions I could answer but many not. 

The paramedics worked on him for well over an hour until all hope had sadly gone and they pronounced our dear co-worker to be dead. The shock and horror of this event is still quite raw for all of us.

After taking in all that had happened that fateful evening, I asked myself what I could have done better.

The main thing I came away with was how little I knew of the immediate information on the staff: Next of kin or close friends, phone numbers. So often we know some things about the people with whom we work with: Their phone numbers should we need to contact them, but [nothing about] allergies, health issues, medications he or she is on. So many of these questions are personal and maybe we are reluctant to share them with co-workers or employers.

This incident has helped me realize how important this critical information is, even if it is only the name of a contact should that colleague go down and be unable to speak.

In all my long career, I have never had a member of staff die on the job. Without becoming too personal, if nothing else ask your staff members “Should you ever become sick or worse, whom would you like me to call?”

Ed: Thank you very much sharing this unfortunate story. Many companies, such as airlines, or the government (such as on passport application forms), or medical offices, ask for contact numbers in case of emergency. The precedent is certainly there for this minimal question.

In the close team that is a household staff, a caring approach to asking all the questions that a paramedic might ask should not be seen as an invasion of privacy. Any such consideration on the part of the employee would tend to reveal a potentially problematic and tetchy attitude. If an explanation were provided as to why the questions were being asked and it was made clear that the questions (a) were not mandatory to answer and (b) would never be shared except with the proper authorities responding to an emergency the employee were undergoing, any legitimate objections or risk of legal action should be satisfied.

Note: If this common sense advice violates any law in your area, then you will have to follow the law—even if it be asinine.

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, June 2019, Letters to the Editor

PostBoxLetters to the Editor

“I wanted to say how important your work is in private service. The Butler Experience is a labor of love, I’m sure. What you have accomplished by giving butlers standardized training is so fantastic, and I wish you continued success.”

Ed: Many thanks for your kind words. A labor of love to be sure, but also a duty, perhaps, to continue to pass the baton from generation to generation.

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.
Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, May 2019, Letters to the Editor

PostBoxLetters to the Editor

“The other night I watched a TV report on the Royal Mansour, one of the world’s best hotels. The in-house butler-service trainer explained that the conversational distance between the guest and an employee has to be at least 1.60 m. Can you confirm the latter?” JE. Ed: The butler trainer is spouting another one of these unfortunate datums that tries to substitute a rule for intelligent and perceptive action: A Texan might not find 1.6 meters enough space, whereas someone from NYC might be more comfortable with .595573 recurring meters.

“My Dear Mr. Chairman, This is a long overdue note to let you know that I am back in service and have been for a year as of last month. In my defense, I can say that it took me about six months to realize that I was, in fact, back in service. You see, my current employer is a group called L’Arche, who arrange small (four client “core members” maximum) houses for developmentally and intellectually challenged persons. The goal is for our core members to feel happy, supported, and at home.

“To this end, the servants at our house are laid out along fairly familiar, traditional lines – albeit with different modern job titles. Our “House Coordinator” is really the Butler, our “Resource Coordinator” is really the House Manager, our “Assistants” are maids and footmen, essentially, and all have some medical training and responsibilities, as well as other duties such as reporting care standards to the State, and so on. Cooking is rotated and handled in a “family style” way.

“In addition to house duties, my special charge is a person with cerebral palsy. I help them dress and “turn out” on the mornings that I’m working. This may make me something of their valet, in traditional terms.

“All of which may seem like a bit of a demotion for a former private butler. However, the terms allow me, in terms of schedule, to start a family rather late in life. And I flatter myself [to think that] that, should I ever return to my former glory as a butler, the medical certifications and experience I am gaining may help with my placement.

“It is also a real distinction to serve clients so in need of good service that is provided with professionalism and discretion. My compatriot servants have all come to rely on my experience and knowledge to help raise standards. I hope that is some tribute to the profession.  Some things never change; a floor is not properly cleaned unless someone has done so, our good service increases our clients’ confidence, and thoughtful service helps provide comfortable living.

“And I can say that I have provided a service almost forgotten in modern times: Each morning, I faithfully empty and clean my charge’s chamber pot!” CCS

Ed: Thank you for sharing and for your service. 

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.
Categories
Letters to the Editor Newsletter

The Modern Butlers’ Journal, April 2019, Letters to the Editor

PostBoxLetters to the Editor

“An interesting article [about butlers who reveal employer information], however my concern was raised having myself dabbled in some (slightly regretful) features and interviews in British newspapers. What advice do you have for those of us who, in our younger years, made some questionable choices in order to forward our careers? I now have a growing business supporting HNW clients – and enjoy my work immensely.” BW

Ed: Thanks for the question and may I congratulate you on the wisdom that has overtaken you in your later years. If I am understanding the question correctly, you would like some pointers on how to manage earlier indiscretions, especially as your current success might otherwise have a shadow cast over it.

My main advice is to “Never regret yesterday, life is in you today and you make your own tomorrow.”

Secondarily, hold the high ground in everything you do, and in any future media interviews.

Thirdly, admit to the errors of your youth, if anyone calls you on them, and reassure them that you left that personality behind a long time ago, thank goodness.

And lastly, make up the damage, at the very least with an apology, to anyone who was harmed by your earlier lapses of judgement.

If I misunderstood the question or its tenor, please correct me.

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.