One of the things I love about our industry is the diversity of the people who work in it. I'm not just talking about where people are from or what language they speak, I'm talking about the skill set they have. In what other industry can you find a trainee lawyer, an architect and classical pianist in one room. When you think about it, that’s pretty cool.

Now, there are two ways to look at it. Firstly, these people probably aren’t going to be here that long and they’re not really interested in the job as a career so we’ll just let them get on with things. They’re not really valued as employees. Or we could look and say, “perhaps these people won’t be here forever, but hey, they’re living with purpose, they’re trying to achieve things, they could be a real asset while they’re here”. And this is they key: if you want to bring out the best in people, so they give your guests amazing customer service, you have to make your staff feel valued.  How? Just speak and genuinely listen to them. I mean really listen, ask them about their lives, their dreams, they’re interests. It’s so easy to ignore the staff who we don’t see as ‘important’ or see as ‘transient’ but these guys are speaking to your guests every day. If you really value them, they will value your customer. Simple.

Now stop reading this, and go and add some value to your restaurant team.  Customer service with heart is what every good restaurant should have and that comes from being valued. 

Comment