FIRST IMPRESSIONS ARE LASTING IMPRESSIONS.

EVERY MOMENT
COUNTS.

BODY LANGUAGE STANDARDS

Smile frequently & genuinely – it improves posture and presence.
Maintain friendly eye contact and stand tall; never slouch or lean.
Use open palm gestures; avoid pointing.
Stay composed – no exaggerated movements or loud sounds.
Keep your eyes up when not busy and stay alert to those around you.
End all meaningful interactions with the SHVO step-back demi-bow.

GREETINGS STANDARDS

Acknowledge everyone within 30 seconds of entering.
Follow the 10/5 rule – make eye contact at 10 feet, greet at 5 feet.
Greet everyone with "Good [morning/afternoon/evening], welcome to [building name]."
On the phone, answer with "Good [morning/afternoon/evening], thank you for calling [building name]."
Follow with "How may I assist you?" or "My name is [name], how may I assist you?"
Always close with "Thank you for [calling/visiting]" and a warm farewell like "Have a great day."

ETIQUETTE STANDARDS

Act professionally in all "on stage" areas to reflect the building positively.
Anticipate tenant and guest needs; always remain gracious and respectful.
Give full attention to those present – pause other tasks when approached.
Speak with a courteous, calm tone, avoiding extreme sounds or movements.
Respond with "My pleasure" or "Certainly” – never "No problem" or "Okay."
No personal devices "on stage," including cell phones; use earbuds for radios.

AVOID AT ALL TIMES

Never act in a way that detracts from the SHVO experience.
Avoid personal conversations or interactions with colleagues while on stage.
Do not discuss personal or confidential matters.
Never eat, drink, or chew gum in view of tenants or guests.
Avoid loud voices, profanity, sarcasm, slang, or inappropriate language.
Refrain from physical contact or personal conversations with guests.
Absolutely no drugs, alcohol, theft, or illegal activity.
Do not express stereotypes, intolerance, or negativity of any kind.
Remain calm and professional – no anger, frustration, or threats.
Never speak negatively about SHVO or your team.

THE SHVO MISSION

BE MEMORABLE.

ALWAYS.

ESSENTIAL MINDSETS

Right and wrong are irrelevant.
Explanations are inflammatory.
Tough interactions demand mindful graciousness.
There are opportunities in whatever transpires.
If our tenants or visitors want it, we want it for them.
Nothing is impossible.
Technical expertise does not differentiate.
Policies and procedures are offered by request only.
All decisions consider tenant/visitor impact first.
No is not an option.

THE PLATINUM RULE:

“TREAT PEOPLE THE WAY
THEY WANT TO BE TREATED”

A tool to build rapport.

PRIORITY SYSTEMS

BLUE

LOGIC
FACTS
STRUCTURE

RED

INDIVIDUALITY
CONVENIENCE
INTUITION

YELLOW

HARMONY
COLLABORATION
COMMUNITY

GREEN

SPEED
SUMMARY
COMPLETION

Pay attention to PROCESS

BLUE CUES

Contains emotions
Listens more; speaks less
Reveals facts, not feelings
Emphasizes details
Constrained by spontaneity

Pay attention to INDIVIDUALITY

RED CUES

Conceptual thinker
Personalizes
Integrates outside interests
Attracted to unique
Constrained by structure

Pay attention to HARMONY

YELLOW CUES

Requires social interaction
Relies on consensus
Cautious about outcomes
Relishes peaceful relationships
Constrained by debate

Pay attention to TIME

GREEN CUES

Gets right to the point
Multitasks consistently
Makes quick decisions
Interrupts to move ahead
Constrained by details

THE SHVO DEMI-BOW

TO CONCLUDE INTERACTIONS OF SUBSTANCE

CLARITY.

THE WHOLE STORY

EMPATHY

“In order to empathize with someone’s experience you must be
willing to believe them as they see it and not how you imagine
their experience to be.”

Brené Brown
Researcher. Storyteller. Texan.

ESSENTIAL COMMITMENTS

BE JOYFUL. OFFER GRACIOUSNESS.
COMMUNICATE MINDFULLY. ENABLE UNDERSTANDING.
GENERATE OPTIONS. DISCOVER YES.
EMBRACE INDIVIDUALITY. BUILD RAPPORT.
CATCH IT. OWN IT.
PAY ATTENTION. ANTICIPATE NEEDS.
SUPPORT COLLEAGUES. REPRESENT SHVO.
EXCEED EXPECTATIONS. DO MORE.

At every point of interaction, did I make our tenant, visitor or guest feel…

S
Special?

H
Happy?

V
Validated?

O
Open?

Hospitality Standards

FIRST IMPRESSIONS ARE LASTING IMPRESSIONS.

EVERY MOMENT
COUNTS.

BODY LANGUAGE STANDARDS

GREETINGS STANDARDS

ETIQUETTE STANDARDS

AVOID AT ALL TIMES

THE SHVO MISSION

BE MEMORABLE.

ALWAYS.

ESSENTIAL MINDSETS

THE PLATINUM RULE:

“TREAT PEOPLE THE WAY
THEY WANT TO BE TREATED”

A tool to build rapport.

PRIORITY SYSTEMS

Pay attention to PROCESS

BLUE CUES

FILTER

MIGRATE

Pay attention to INDIVIDUALITY

RED CUES

FILTER

MIGRATE

Pay attention to HARMONY

YELLOW CUES

FILTER

MIGRATE

Pay attention to TIME

GREEN CUES

FILTER

MIGRATE

THE SHVO DEMI-BOW

TO CONCLUDE INTERACTIONS OF SUBSTANCE

CLARITY.

THE WHOLE STORY

EMPATHY

ESSENTIAL COMMITMENTS

At every point of interaction, did I make our tenant, visitor or guest feel…

UBUNTU: THE DNA OF COMMUNITY

I AM

BECAUSE

WE ARE.

Hospitality Standards

FIRST IMPRESSIONS ARE LASTING IMPRESSIONS.

EVERY MOMENTCOUNTS.

BODY LANGUAGE STANDARDS

GREETINGS STANDARDS

ETIQUETTE STANDARDS

AVOID AT ALL TIMES

THE SHVO MISSION

BE MEMORABLE.

ALWAYS.

ESSENTIAL MINDSETS

THE PLATINUM RULE:

“TREAT PEOPLE THE WAY THEY WANT TO BE TREATED”

A tool to build rapport.

PRIORITY SYSTEMS

Pay attention to PROCESS

BLUE CUES

FILTER

MIGRATE

Pay attention to INDIVIDUALITY

RED CUES

FILTER

MIGRATE

Pay attention to HARMONY

YELLOW CUES

FILTER

MIGRATE

Pay attention to TIME

GREEN CUES

FILTER

MIGRATE

THE SHVO DEMI-BOW

TO CONCLUDE INTERACTIONS OF SUBSTANCE

CLARITY.

THE WHOLE STORY

EMPATHY

ESSENTIAL COMMITMENTS

At every point of interaction, did I make our tenant, visitor or guest feel…

UBUNTU: THE DNA OF COMMUNITY

I AM BECAUSE WE ARE.

EVERY MOMENT
COUNTS.

“TREAT PEOPLE THE WAY
THEY WANT TO BE TREATED”

I AM

BECAUSE

WE ARE.