Good morning and hello from Gen at The Art of Extraordinary – Talking Tourism today with a situation with Andrej & his wife in their restaurant business and Kate with her reservations team.
We can sometimes make assumptions in leadership that our staff know why certain ‘procedures’ are important, however please never assume.
Be really clear on articulating the Why, why it matters.
Take time to explain the What, what the standards need to be and ensure you drive accountability (across team) or empower your leaders in the business to do this.
Lastly do they know How; what to say, often scripting, the language is helpful to share ideas, have a call flow, a system to help staff with customer engagement, service, handling difficult situations.
Listen to today’s Talking Tourism session and find out more.
