One thing the service industry has taught me is you can have the most excellent and applaudable facility with the best equipment, but if you don’t have the right people, it doesn’t matter how often you change to the latest catalogue of machinery.
But what does it mean to have the right people? I will not delve into the HR process of recruitment bla bla bla; this is with the assumption that your recruitment officer/agent did their job.
- Richard Branson said, “Clients don’t come first, employees do. Treat your employees well, they’ll take care of your clients“. How bold is that! I admire Sir Richard because he had to defy the norm, heck he authored ‘Screw Business As Usual’! Now there’s a gutsy man. A Sir. A man who has ventured into every industry under the sun. On my end, I know more than anything that my employees are humans; mothers, fathers, brothers, sisters, friends, teachers…we all have those in our lives. Would we want them treated with any form of belittling? Your guess is as good as mine. Extend humanity to these wonderful and intelligent people you CANNOT do without. Even machines aren’t self-operational.
- Equity – the one thing I disliked from personal experience as an employee was having to feel that “All animals are equal, but some animals are more equal than others” (Animal Farm). We breathe the same air, eat the same food, why then should my pay grade put me in Priority and someone else’s pay grade warrant them a Coach ticket? I mean this in the workplace. Case in point my salon, we have the service team (tea, cleaning, shampoo), we have hairdressers, beauticians, barbers and the admin team (front office and managers). When a client walks in, each of these people contributes to their service delivery because they’ll walk into a clean environment, have tea, make hair, nails, pay bills and exchange pleasantries with different people. There cannot be one without the other. So I have learnt we are all equal and we all deliver equally regardless of our deliverables. No special treatment. Give any awards based on merit.
- Listening – oh hear thee, if you don’t listen, you will fail. Simple. But listen to who? Listen to your staff. Listen to your people. Listen and be wise enough to make the right call. Listen and be bold enough to change strategy because of the feedback they give you. Listen to their successes and failures. Listen to their banter and opinions. My friend, listen to your people. You will learn a lot.
The long and short of this is having the RIGHT PEOPLE is being the RIGHT EMPLOYER. Are you a RIGHT employer?