The trick with staff complacency is engagement. First is to create max engagement in the product they are selling, this is not fish, this is hospitality. Every guest walking through the door is unique so the experience starts afresh, it could be someone's birthday, an anniversary and the team have this exciting opportunity to create a wicked experience for people. I get a lot of success by empowering staff, coaching them about how influential they are in creating experiences for regular people. Next is to create max engagement about fulfilling potential. All staff, particularly young people, have aspirations to be as good as they can be in life and you can tap into that natural desire to get better with effective coaching. Who wants to waste their potential by underperforming in the things they choose to do?
How engaged are the team in hitting the £15k target? Do they know how they improved SPV by £5.40? Or how they're going to improve it again? Any incentive for hitting the target? Creating engagement, ownership in the performance of the business and offering incentive to grow is the best way to get a team to perform. I mean shit, you're team have more than doubled turnover, you better have taken them out for slap up meal mate!
Oh and the trick with TripAdvisor is to ask people who have positive experiences to review, we hand out little business cards. I mean Casanova said the reason for his success with the ladies was simply because he asked.
Awesome post MANTIS just had a mini a-HA! moment reading this.
I'm doing a training session tomorrow and I'm going to completely change the way I will approach it after reading this seriously.
EMPOWER AND ENGAGE!
I'll be sticking a metaphorical stake into Brad as I deliver it!
Have you ever heard the story about JFK and the janitor?
Amazing the power of a motivated team.
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