Manners Matter ~ Always
By Jana Love, President/CEO at ProSolutions
We have become complacent with our conversations. There are many overused and over accepted phrases that need to be eliminated from many industries, but especially hospitality. Euan McGlashan says it well, "We take them (phrases) for granted in our everyday conversation, but they are rooted in negative attitudes—attitudes that if left uncorrected can distract us from our goal as hoteliers of creating loyal and happy guests."
Challenge your yourself and your team to "catch" the phrases that are not serving you or your customers in the most professional manner. Many service providers, if not properly trained, will think phrases like: "For sure," "My bad," "To be honest," and my personal favorite, "No problem" are acceptable. If your organization is using any of these phrases with your guests, you are knocking at the door of creating an unpleasant guest experience. Put focus on eliminating the use of these with your team. When you hear one, when timing is appropriate, tell your employee a better way to phrase what they said. Evaluating employees' performances is what we do. We not only find what needs improvement, but our evaluations are turn key; we tell them the "how-to" for improving. These subtle 2 or 3-word phases are dangerous to your image. Be inflexible when it comes to using proper manners, like my parents...