Conflict Resolution or Six Sigma Training to better perform? Are we acting foolishly? We train our staff to manage the customers and their complaints, while the main reasons are related to internal problems!!! It is like delegate to a third party ownership of our poor performances.
After a mission in a hotel near Geneva last week, I realize the lack of relevance of certain undertakings in the hierarchy of themes as part of the training plan, and the expression of real need, which would help to become more efficient, as more responsive to internal customers: the employees. To train a receptionist to handle and attempt to resolve conflicts fifteen times a day is remarkable but purely damaging the health of our associates, erodes motivation and prevents customer retention. If the ultimate goal is to satisfy the customer's need and loyalty, we should establish a genuine upstream qualitative strategy focused on an effective organization, structured, with processes and systems known and understood by all to provide customers "need" consistent with his purchase and therefore his expectations.
Why is the concept of need seems to be so important? Linda Putnam, Professor at UC Santa Barbara, explains during a conference forCornell that a conflict born of Social Interaction between two independent parties over who perceive incompatible goals which differ in their opinions, attitudes, needs, values and perception. Sheila A. Scott-Halsell, Shane C. Blum et Lynn Huffman published in 2008 that "the service provider is an integral part of the productÂť.
Procurement services are not mistaken too in their functional analysis and particularly during the purchasing process (expression of Need), this feeling being reinforced by the French standard "NF X 50-100" and the functional analysis "to seek and characterize the features offered by a product to meet the user's needs."
An incomplete expression of non-functional requirement poses a risk. This need is the perception from someone from a lack that is necessary. It is the psychological and social background of consumption, whether users are individuals or companies.
We now understand that the source of the conflict is the need removed, because conflicts are born of frustration and a denial of the needs that are universal to all human beings! (see Maslow’s pyramid on the left).
We realize that the basic needs of the pyramid include Food, Water, Warmth and Rest. Isn't it what we all provide in our properties?
But why do customers complain? Now we know the need not provided is the source, we are in a better position to understand why. According to Louise Lahaie (Specialist from Quebec in customer service process),41% of the causes of dissatisfaction are related to the service procedures (availability, delay, noncompliance, price) and 59% of cases are related to behaviors and attitudes of employees (problems unresolved seriously, rude & disinterested staff) and has been from the expression of the need process until the settlement (sometimes after leaving the property). Note also that more than 55% of consumers who want to make a transaction / purchase, but decided not to do so because of poor service. (Source American Express). We understand the interest of our focus on the implementation of a better organization and communication, the two common denominators of dysfunctions observed in all companies.
How to effectively organize my business and train my staff? The absence of diagnosis on the accomplishments of the operations of the organization can endanger your business which is often the result of:
Poor definition of tasks
Poor distribution of tasks
Lack of coordinated information and participation in decisions
Lack of communication…
As the analysis stage of a conflict management, it is necessary to take the same approach to understand and assess the situation. Using the analysis tool "5 P's" of Professor Sherrill Hayes, one easily can identify the causes.
The Six Sigma philosophy and its methodological tools aim to understand the causes and effects of the quality problems. Teams learn to use techniques and tools to evaluate and determine the value of change, which is then measured against the cost of change. Its application that prioritizes and handles suggestions can significantly improve the ability of an organization.
What is the impact on the results? The first advantage is to draw your customers' satisfaction. Bain & Company says in one of its reports that a 5% increase in customer retention can generate a 75% increase in the profitability of the company, it costs 5 times more expensive than attracting new customers (Source Lee Resource Inc.). Then, the following benefits are clearly identified: Increase customer lifetime
Reduced price sensitivity
Reduces the competitive attraction
Strengthens reputation
Reduced operational costs
What’s next then? “It isn't that they can't see the solution. It's that they can't see the problem”. G.K. Chesterton
Interpersonal conflict is not only inevitable but also necessary for our work dynamics, creativity ... A perfect time to get things done and improve our organizations. It is crucial for a company to know how to manage these and train staff accordingly. But it just highlights the services provided malfunctions. Now we understand what is a need, why customers complain and when, we clearly see what are the impacts on the P&L; a better organization of your services, the implementation of procedures and systems coupled with the introduction of daily briefings, weekly HOD’s meetings and departmental monthly meetings should leave room only for managing exceptional complaints. Then you can now train your staff to resolve conflicts, "Recognising Guests" for their loyalty.
We help you to build a culture of Growth! Roger Godin Luxury Hotel & Catering Management Company Mobile: +33 (0)658 81 67 11 roger@rg-lhcc.com – www.rg-lhcc.com SOURCES & PUBLICATIONS Sheila A. Scott-Halsell, Shane C. Blum & Lynn Huffman (2008): A Study of Emotional Intelligence Levels in Hospitality Industry Professionals, Journal of Human Resources in Hospitality & Tourism, 7(2), 135-152
Linda Putnam, Professor à UC Santa Barbara,http://advance.cornell.edu/documents/communication_and_conflict_resolution. pdf Norme NF 050-100 : http://www.afnor.org/liste-des-actualites/actualites/2011/octobre-
2011/methodes-quantitatives-dans-l-amelioration-de-processus-six-sigma-une-desnormes-du-mois-a-decouvrir Sherrill Hayes, Ph.D (2009). Impact of Social Issues on Public Sector Employees: Research summary and implications for workplace conflict professionals. Workplace Section News (Association for Conflict Resolution), 3(4), 4
Bain & Company http://hbswk.hbs.edu/archive/1590.html