Why engaging and aligning all of your workforce will improve customer service

Why Engaging And Aligning All Of Your Workforce Will Improve Customer ServiceBy Marlowe Bennett

The front line staff you employ are the real human resources in your business.

They are the lifeblood of the operation and investment in them is critical to improving customer service and to maintaining a successful and competitive business.

We all desire our teams to be engaged...

...so how do we achieve

this?

1. Align your staff with your business vision and mission 1

This is possibly the most critical step in the onboarding process. Not to mention a big step in the right direction to improving customer service standards across your venue/s.

2. Onboard and introduce staff into your workplace culture in the most suitable manner.2

This can sometimes be seen as an unnecessary and costly process, but consider the alternative. If not done effectively, your investment will depart just as quickly as they arrived.

What are you doing differently to engage your front line? Get some

ideas in our free ebook

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The real cost of staff turnover is much more than just dollars not making sense. It’s a leaking tap that if not managed correctly could set back your company culture in a big way.

You must consider how your plan will unite your new starters into your business to ensure they understand the vision and voice of the business.

What inspires you generally should inspire your front line teams.

We’re all human after all and crave to learn, be included and valued. So if understanding the vision of the business drives you to achieve, then why wouldn’t you involve the front line in this journey too?

In order for people to go above and beyond, to be connected and engaged with your brand, they must feel their work has meaning. That they can effectively make a difference to someone’s day or impact the overall success of the business.

If they don’t understand your vision and your voice, they end up feeling like they’re just a number, and a dispensable number at that.

Consider Millennial’s. Now officially the largest generation in the workforce, and what drives them is connection. They want to know when they come into work each day that their job has meaning.

This is at all levels of business and the importance of this is often overlooked in hospitality. An undesirable place of employment often makes the mistake of treating employees as temporary team members.

They don’t see the need to spend time aligning all levels of employees, because of the casual nature of the employment relationship.

If you’re working towards improving customer service make no mistake, in order for that to be successful, everyone must be aligned. Your management team will play a huge part in this.

You never know, your next hire could be someone that progresses into senior management.

So when looking to onboard the most suitable talent, you should be looking for people who display natural leadership qualities.

How are you working towards improving customer service in your hospitality business?

Need some ideas?

What are you doing differently to engage your front line employees and communicate your business vision, culture and strategy?

We have a few – start off with our free eBook first ‘Effective Managers: Ways To Combat The Hospitality Skills Shortage

And Enhance Business Growth’

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