100 words on: Please, don’t put the customer first
“They overlooked it”
“The delivery service sent it”
“The policy is to charge extra”
Hospitality genius Danny Meyer recently suggested in the Times that success requires putting the employees first.
His ideas are basic, but worth re-visiting:
Hire right. Ritz Carlton: not our fault that reservations “overlooked” special requests for an anniversary.
Skills can be taught, loving interaction with people can’t. Analysts don’t need people skills—front-line staff and managers do.
Make the team feel great. Manhattan Fruit Company: not our job to track lost packages, even if you’re “understaffed and really busy”.
Employees who like each other and their jobs transfer that enthusiasm to customers and co-workers.
Empower employees. Restaurant Associates: not acceptable that, “it’ll be $3″ for a second slice of bacon with our $19 bacon and eggs.
People can’t excel when constrained by rule books or micro-managing bosses.
From accountants to airlines: being customers’ favorite keeps them coming back—so, please, put employees first.