Have you instilled such a rigid procedure for interacting with guests that your staff doesn’t think for themselves?
I went to a new hair cut place that opened today by my home. There was a small wait since they just opened and when the person asked for my name, she asked, “Have you ever been here before?” How could have I been here before if today was their opening day? Why do we push our staff to follow such a rigid outline when interacting with our guests? Why not give them the parameters you want accomplished and allow your staff to think and be themselves? I can already hear the critics, but for hospitality to be real it needs to be genuine and sincere. In other words, your staff actually has to care about what they are doing. Do you think someone who is required to follow a rigid set of steps each and every time they talk to a guest will be engaged in their job and actually care?
It is time to Think Different!
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