How To Deliver Your Promise - Building A Better Workplace

The sign on the front of the historic house turned restaurant read, ?Fine dining.? We took our seats in eager anticipation.

?? and it's served with a Vurblonk Sauce,? exclaimed our server to describe one of the dishes.

Assuming the sauce was a house specialty, I asked her to describe what a Vurblonk Sauce was.

?It's a white wine sauce,? she offered.

And then it hit me. ?Oh, you mean a 'vin-blanc' sauce.?

?Um, yeah. I'm not French,? she shrugged.

?Fine dining? may have described the food but not the experience. How often do businesses do that: make a promise to their customers and fall short because of a lack of communication with those who communicate directly with their cash-flow?

It is essential that front-line staff are educated, motivated and own the corporate mission. Otherwise, there's a let-down for both the employee and the customer.

Front-line managers, you have only ONE job: serve your staff so they may serve your customers. Communicate. Talk. Coach. Ask. Motivate. Inspire. Troubleshoot. Teach. And when you think they finally have it, do it again. Repeat. Repeat. Repeat.

The more you engage your staff, the more likely they are to engage us ? your customers. But never assume that saying it once is enough. It rarely ever is.

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Source: http://www.buildingabetterworkplace.com/?p=1572

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