As part of my normal routine, this employee retention trainer asks, “How long have you been here?” and “Why did you leave your prior job to come here?” In 90% of the cases, I hear horror stories about how leaders treat their people. This was no different. Mike, the bellman, told me he was called into his boss’ office at his prior employer and asked why, when driving the courtesy van to take someone to the airport, he went “off route” by ½ mile. Mike proceeded to explain another customer was going to dinner and rather than have him walk or take an Uber, he dropped him off at his restaurant with the slight “off route” driving. The customer was thankful for the extra service he was given.
Mike’s former boss then went on to say, “If it happens again, we will have to take disciplinary action.” What… is this manager serious? A key customer-facing employee goes out of his way to serve a customer and if it happens again discipline will be taken. Clearly, this manager had never read the book, “The Fred Factor.” Mike just shook his head in amazement. Then, Mike started looking for another job where he could truly serve customers. Within two weeks, Mike was working at the hotel where I met him.
Here is a situation where you have an engaged employee who wants to give great service to a customer, and he is faced with discipline because of it. Instead, what should have happened was Mike should have been complimented for going the extra mile for the customer. When you have engaged employees, you need to be trying to catch them doing things right and use it to reinforce the positive behaviors they are exhibiting.
This employee recruitment expert has noticed that many leaders do not think of the impact their actions have on employee retention strategies. Not only are they encouraging employee turnover they are discouraging mediocre customer service. Management needs to carefully look at the message they are sending to employees in situations like this. After all, it’s crazy to say, “Don’t serve the customer!”
Remember, Give Your Employees C.R.A.P.®! (Caring, Respect, Appreciation, and Praise) Why? Because C.R.A.P. Works!