If you’re a tea lover like me, then you already know — there’s nothing quite like a steaming cup of tea on a cold, rainy day. It doesn’t just warm your hands. It jumpstarts your brain, lifts your mood, and whispers, “You got this. Let’s tackle that to-do list.”
Now, imagine that cup of tea isn’t just hot and delicious, but served with the grace and precision of a five-star restaurant. Suddenly, you’re not just drinking tea — you’re having a five-star life experience.
When I travel—both locally and internationally—I enjoy visiting coffee shops. Not necessarily for the coffee or tea, but to observe how the service is offered. Whether it’s coffee from a corner kiosk in Addis Ababa, a roadside stall in Da-es-salaam, under a bridge in Khartoum, or a polished café chain in a bustling city, I find the culture around coffee and tea service fascinating. Out of thirty years of traveling, one tea-serving experience stands out above the rest. It is back in 1990 during my early days as a young professional at a Bank in Dar-es-Salaam, Tanzania. That’s where I met Mary—our beloved Tea Lady. Mary didn’t just serve tea
Mary delivered a ritual. A performance. A near-religious ceremony of caffeine.
She had perfected the art — and science — of the Steaming Cup of Tea.
A Masterclass in Personalized Service
Now, I’ll admit, I have… let’s say… specific tea habits. I like my tea straight from the pot, piping hot, to the cup, and in nano seconds to my mouth. I want the steam to clear my sinuses and give me a pep talk.
But corporate life isn’t exactly built for sprinting to the kettle every hour for tea at its peak. That’s where Mary stepped in.
Mary understood the science of heat loss like Albert Einstein. My tea would go from pot to pre-warmed cup to my mouth with zero time wasted — still steaming, just the way I liked it. That wasn’t just service. That was tea engineering.
But Mary’s real genius? She knew every single person’s preferences — all 20 of us.
- Dotto didn’t drink tea. He liked a good smoke. Mary was his loyal smoking buddy.
- Festus, No tea, no smoke. Just fresh milk. And guess what? He got his milk. Fresh. Every time.
For those who drank neither of the above, Mary served something even better: wise advice, warm company, and unfiltered feedback. Think of her as the unofficial HR department… with a kettle.
More Than just Tea
Mary’s kitchenette became the heart of the office. A safe space where stories were told, jokes were shared, and occasionally, some gentle roasting occurred (and I don’t mean the coffee beans). She shared her experience, gave us her candid feedback and at times used her age to demonstrate that what she was sharing is not book material, but a long and lived experience
When I got married in 2002, I told my wife all about Mary and her legendary tea. My wife, being both wise and loving, adopted the “Mary Method.” And to this day, I still get my perfectly steaming cup of tea — hot, happy, and full of memories.
Three Leadership Lessons from Mary
Mary demonstrated one of Mother Teresa’s virtues: “Not all of us can do great things. But we can do small things with great love” Mary taught me more than how to serve tea. She showed me what it really means to serve people.
- She understood her service and product deeply.
- She knew the individual needs of each person she served — and adjusted accordingly.
- She gave generously of her wisdom, her presence, and her care.
I raise my steaming cup of tea to Mary — not just for the cups she poured, but for the connection, the warmth, and the beautiful example of service with heart and humor.
How Are You Serving?
As you read this, I’m guessing you’re also serving your own version of a “steaming cup of tea” — whether you’re a leader, accountant, coach, salesperson, teacher, or engineer.
So, here’s my question to you:
- Do you know the unique needs of those you serve?
- Are you clear on how they want their “service” delivered?
- Do you understand what they don’t need — what doesn’t serve them?
Because serving well isn’t just about showing up — it’s about showing up with intention.
Share your thoughts in the comments. I’d love to hear your story.
