16 minute read
Empowered to Take Action
A Team-Focused Approach to Rebuilding Customer Confidence
During a time of heavy uncertainty and ever-changing health regulations within the hospitality industry, it has become all the more important to ensure your team feels confident and empowered to take the proper actions to provide the best service to your customers as possible. Beyond carrying out required COVID-19 protocols and regulations, it’s crucial that management is able to maintain and rejuvenate their employees so they’re offering hospitality to your guests, beyond just customer service.
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Focus on Safety Measures for the Team and Customers
Keeping health and safety at the forefront of the customer experience is crucial, but what does this look like exactly for your team? This means ensuring your team has the necessary tools to make sure they feel as safe as possible. Whether it’s masks, face shields, personal hand sanitizers, make it known to your team that you are placing their safety just as high as the customers’ safety. When your team feels safe, the more time they will get to spend focusing on customer safety and satisfaction rather than being preoccupied with the fear of their own well-being. The additional aspect to this is ensuring that your team is knowledgeable about and comfortable with executing safety measures for customers. Are these tasks occurring consistently? Do they know to direct customers to complimentary masks or how to properly sanitize tables? With whatever safety measures you’ve adopted, the calmer and more confident your team is with these, the more comfortable this will make your customers.
Role Play Customer Scenarios
If a customer isn’t wearing a mask in your establishment, will your team know how to handle this situation with grace and authority? This scenario has been one that’s become more popular and even more difficult to handle. A great way to help your team feel more confident with dealing with any tricky circumstances that may arise such as this one, is role play. Take some time with your entire team to practice how you’d like them to handle difficult or unsafe circumstances, so they never feel completely unprepared. Switch roles between team member and customer so that everyone gets to experience and understand both sides of the situation. If and when a situation arises such as those role-played, guests will take notice of how your team handled the challenge. They will certainly appreciate that you and your team were confident and had a plan in place to handle the situation with the utmost care and compassion.
Teach Clear Communication of the Plan
Owners and managers aren’t the only ones who respond to customer
The team at Hilton Garden Inn Wilsonville Portland has been empowered to go above and beyond what is required to keep employees and guests safe, resulting in both employee and guest confidence.
questions or concerns. If a guest were to call and ask about your COVID-19 safety protocols, would every team member be able to answer confidently and correctly? While your team may be stellar at actually carrying out any safety measures or policies, they need to also be able to communicate this safety plan to the customers. Customers feel more at ease when those who are providing the service are knowledgeable about their safety plan and are able to explain it in a clear, easy to understand way. This requires extra education and training to be sure your entire team is prepared to answer any and all questions your customers may have.
Provide Stability
In a world full of turmoil, uncertainty, and change, it’s vital that your team finds solace and stability within their work life as much as feasibly possible. While there are always going to be things out of our control, there are many things we can still work on to provide a more enjoyable experience for both customers and the team. People need structure in times of turmoil and some great ways to provide that to your team are consistent schedules and hours, pay, and type of work. The more stable your team members are within their roles, the stronger performance you’ll see out of them. This equates to more dependable, high-quality service for your customers!
Remember Rewards and Recognition
While rewards and recognition have always been heavily encouraged for teams, it is ever-so-important to remember to do so now. Your employees always deserve to feel seen and valued for the hard work they are putting in, especially during such chaotic times. You may never know what is going on outside of someone’s work life, so make sure to recognize hard workers often. Whether big or small, rewards and recognition can go a long way. These can be things such as a hand-written note of appreciation, a gift card to their favorite restaurant, or even a shout-out to them in a team huddle. Whatever manners you decide to use to recognize your employees, make sure you’re being fair and equitable to everyone on the team.
Thinking beyond the basics of what hospitality looks like now, businesses must work from the bottom-up with a team-focused approach to rebuilding customer confidence. When your team (your foundation) is strong, cohesive, and prepared to take on anything, they really can do just that. The more energy you place on creating great team dynamics and knowledgeability, the more happy and
loyal customers you’ll gain. ZOE STANLEY, HR ANNIE CONSULTING
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Nutrition Counseling
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Teladoc Health, Inc., encompasses consumer brands: Teladoc, Best Doctors, Advance Medical, and HealthiestYou Although the data contained in this document has been produced from sources believed to be reliable (as referenced herein), no warranty expressed or implied is made regarding accuracy, adequacy, completeness, legality, reliability, or usefulness of any information. Teladoc Health, Inc., shall not be held liable for any improper or incorrect use of the information described and/or contained herein and assumes no responsibility for anyone’s use of the information. Further, inclusion of data derived from other sources does not constitute an endorsement by Teladoc Health, Inc. It is the responsibility of the user to evaluate the content and usefulness of information obtained from other sites. HealthiestYou is now part of Teladoc Health, the global leader in virtual care. Teladoc Health, Inc., on its own behalf and on behalf of its affiliates and/or wholly owned subsidiaries including but not limited Go to www.oregonrla.org/healthsolutions.html to learn more
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