I watched the Coronation on the big screen at Brighton Palace Pier with our CEO. I admit to being a royalist.  ‘The firm’ does a lot to promote the country and they come with hundreds of years of tradition and ceremony.

But I’m not here to debate whether the monarchy is still relevant or the ins and outs of the Harry debacle. I wanted to look at what went on behind the scenes at the Coronation and I didn’t mean backstage gossip.

No, I want to take a moment to appreciate and acknowledge all those Palace employees, forces personnel, police, maintenance teams, builders, planners, and the list goes on.

The planning that went into the day was so intricate, literally to the second. So many organisations must have liaised to pull it off. As the Jubilee coach went down the procession it gleamed. It needed maintenance as it’s not used every day, it had upgrades such as air conditioning and electric windows, someone had to design the modifications, and others had to fit them.

Even the building of both the coach and also the Gold Stagecoach used for the journey back to the Palace (and in use since 1830) was a phenomenal feat of carving and designing.

The coaches were drawn by beautiful horses: someone trained them, others groomed them and back at stables, they are looked after and fed, cleaned, and watered. 

4000 ceremonial troops were in the procession, an exemplary demonstration of skill, training and precision as everyone started their march simultaneously. What a sight they were, resplendent in their uniforms. Most of those uniforms I assume are ceremonial, so they have to be housed and maintained, repaired, and exact replacements or additions made. 

This ceremony didn’t just show the world what we do best, it also showed the world how amazing our teams behind the scenes are, but they hardly get mentioned.

However, there are also those hard workers who have nothing to do with the Coronation but have to work regardless, from emergency services to bus drivers to waiting staff and bar people. Workers for whom a bank holiday means an increase in business, not a chance to rest.

One of my training ‘toolbox talks’ concerns the ‘service iceberg’ concept. You draw an iceberg. Like a big diamond, you draw a horizontal line through it about a quarter down from the top point. The diamond is the iceberg, the line is the sea. Most of the diamonds, just about three-quarters, are below the water line. 

The top section is what the public sees, it’s on show, and you ask your trainees to write the names of each department they think the public will notice or deal with. Then underneath they put those departments that they think are not seen and it’s a surprise to them how many departments there are.

But the truth is that nothing would get done without the frontline workers and back-of-house colleagues. Hotels couldn’t open without clean rooms, kitchens can’t operate without clean plates, and restaurants and bars can’t open without staff to serve their products. So who really should be getting the most respect within that iceberg?  It’s certainly not just those at the top. Their role is important and to the outside world is key but without the support of the rest of the iceberg, they would find it pretty much impossible to be successful up there.

It’s when this appreciation for that hard work is lacking that I get truly frustrated. The Government refers to hospitality roles as unskilled for example, seeing customers abuse or disrespect the staff member they are dealing with is another.

In customer service training I highlight not taking an unpleasant customers attitude to heart. We don’t know what is going on in their lives. They may be trying desperately to keep things together so it most likely isn’t the employee’s fault.  The customers should also think about the employee, especially as they relax with their pint or meal on one of those bank holidays the employee can’t have off.

So, King Charles, I wish you every success in your position, but I also wish the same for your kitchen staff, cleaners, foot people, gardeners, tailors, office personnel, and all your Royal Household staff.