We talk a lot on this blog about putting the customer first and making the customers’ experience memorable, but it’s also important to pay attention the people providing this service and take a look at the examples managers set.
Managing is Similar to Raising Teens
This action item was inspired by a talk show program I heard today on how teenagers are very aware of justice with their parents. They see things in very black and white terms, and your relationship with your employees is similar to that of a parent and teenager.
The radio program took two key examples and applied them to the “teen justice” model and gave ways parents (or managers) can relate to teens (or employees) in a way that satisfied this model.
You’re Always Late, Why Should I Be on Time?
Taking away a teen’s car for getting a speeding ticket was the first example cited on the program. Looking at it from the teen’s perspective, if the parent speeds all the time, why should he or she lose their car? The same can be said for an employee/manager relationship.
The basic lesson here is if you are taking one action and critiquing your employee for doing the same thing, are you really getting anywhere with them? Let’s take being on time as an example. If you aren’t on time for work, what example are you showing your crew?
Just a Little R-E-S-P-E-C-T
The second item of discussion on teens and parents relating was punishing a teenager for disrespectful language. In their mind, if you are disrespectful in your language, why should they be respectful to you? This example plays so well into a restaurant employee/manager scenario. Yes, the manager has authority, but that authority comes with a responsibility to be respectful in words and actions. Your expectations should meet your example in all interactions. Talking to your employees about issues in a respectful tone can earn their trust and make training actually work.
Roll Up Your Sleeves
With teens, you can tell them you walked five miles to school up-hill both ways in the snow and they’ll never believe you. As I said before, they are very concrete. That’s why it’s important for managers or parents to be willing to do whatever it takes to get the job done. Teens are looking to their parents to dig in and do the dirty work, and so are your employees. If you are willing to get out there and bus tables or sweep the parking lot, you’re speaking a thousand words through your actions. Keep it up and your employees will notice.
Take Action – Be the Example
In conclusion, your Monday Action Item is to look at your own actions in relation to your employees. Setting the example in respect, tone of voice and actions speaks volumes when you are trying to communicate and provide the best guest experience possible. Employees who feel respected and part of the team always pay off in the end.
What other advice can you offer on setting the example and building morale?
