Family is not an important thing, it is everything.
Have you ever been somewhere where you didn’t get served well and then you observe someone in the same establishment getting great service? It’s extremely frustrating, to say the least. I’m typically very unlikely to visit the place again when this happens to me or my family. I think that we get so caught up in the daily whirlwind and routine that we forget why we are there in their first place; to serve the guests. It’s important to the success of your team that everyone feels valued and important.
Treat the guests like family.
To say to an employee, “I want you to treat everyone like family,” is quite easy. We then are frustrated when we see that experience fail to come into existence. It’s either that A) They refuse to engage in that way (and they should be removed from the team) or B) They don’t understand the difference between what they are doing and what you are looking for. Storytelling is a great way for a person to remember and understand the point you are trying to make. Here we are going to let them tell their own story to drive the point home. Imagine your best friend or mom walked through the front door. How would you react? Excited, relaxed, happy….definitely more engaging. You’d probably carry on a conversation with them and then help them find what they were looking for. You’d also likely give them that little extra above and beyond service as well.
That’s the difference.
Help your team see that we interact with close friends and family differently from strangers in both obvious and subtle ways. Your ultimate goal is for your employees to treat everyone they encounter with that same joy and excitement. It doesn’t have to be crazy over the top either. It could be opening the door for someone, getting on the level of a child to give them a high-five, carrying stuff out to the car, or any number of other small loving things that you can do. Here’s the great thing for you as a leader; this level of service doesn’t cost you a thing. There is one thing that you’ll need to do as a leader though….
Treat the team like family.
Yes, you can’t tell the employees to love the customers like family, without doing the same for them. I understand that we have policies and personal boundaries when it comes to the people that report to us. I’m not suggesting that you break those. I am saying show them appreciation as much as possible. Remember that we talked in the fall about how we overestimate our impact? You aren’t giving out as much appreciation as you think you are. The people that report to you will be the reason you will or won’t get a promotion. Show them how much you appreciate their contribution. Remember to respect them for who they are. You may think video games are a waste of time and you don’t understand why the guy on your team spends every other waking hour playing those things, but he’s probably very successful at it and the activity adds value to him. Don’t discount someone because of their interest or background. All employees deserve your highest respect. Lastly, be sure to encourage them in their mistakes and when they try new things.
Treat your team like family and set the expectation that they do the same with the guests. Your service level will skyrocket.
Make a better tomorrow.