As a business expands there comes a moment when you can’t spend all your time on the floor watching what's going on. Ask anyone who runs more than one site and they’ll tell you spending time on the floor watching what's going on, is pretty rare. As you expand, you have to make sure your staff are delivering the same levels of hospitality and service you would, taking the same care and attention to make your guests feel nourished and valued.
So how do we make sure they’re delivering on our expectations? One way is to create very detailed “steps of service”. Telling an employee what to say, what not to say, how exactly to greet a guest, precisely which words to use and when to use them.
Job done, right? I am now pretty certain my employees are saying and doing the right thing all the time. Wrong. They might be saying the right thing, but what they’re doing is anybody's guess. Let me explain. I might train my hosts to greet everyone with a friendly “Good afternoon Sir / Madam. How are you today?” Sounds great, right? But now my host is so used to repeating the phrase that it becomes empty, valueless. I might as well record the greeting and play it every time someone walks in. They might be saying the right words, but the thought behind the words has gone.
That’s the real point here. If you are over prescriptive in the way you want people to behave, you stop them thinking for themselves. Once they’re not thinking for themselves, you have a team of people who are disengaged with what they do. You’re essentially saying, “I don’t trust you enough to think for yourselves”. The good ones will put on a fake smile and feign interest and the bad ones will most probably stop following your instructions altogether - neither will be paying much attention to your guests.
Don’t get me wrong, I’m not saying there shouldn't be procedures or steps of service. But there has to be a balance. Do you really need twenty three steps of service when seven will do? Allow your employees to choose how they greet a guest, but give them guidelines on how you want them to make the guest feel. They can then make a decision in the moment that best suits that particular guest. Now they have to be thinking on their feet, they have to be adapting, they have to be present in their work.
Although it may seem scary giving more freedom to your staff, it’s essential for their wellbeing, and the wellbeing of your business. Employ good people, train them about your culture, show them your vision and then give them the freedom and trust to do their job. That’s how you create a team that makes your guests feel nourished and truly valued.