The Facebook Status I Can’t Forget

Amongst the clutter of my friends’ Facebook statuses, one posted on Monday caused me to pause. I’ve been thinking about it all week.


Sad, no?

I’m preaching to the choir. If you’re on this site you don’t need this message. But maybe the leaders who report to you do. We cannot assume anyone knows how to lead, so just like we establish expectations for our team’s interaction with guests, we establish expectations for leaders of our frontline teams:

  • Greet every team member, every day.
  • Coach through regular pre-shift meetings.
  • Spend at least 60% of the day with guests and your team. (This leaves 4 hours for other things. For perspective, the average marathon runner can finish 26 miles in 4 hours and 30 minutes.)
  • And for goodness sake, when someone returns from maternity leave, have your entire team sign a card for them.

I’m embarrassed for this manager because she probably goes home at night and wonders why nobody at work respects her.

P.S. My friend is wrong about one thing–this has nothing to do with paygrade. It is about competency…and when you are incompetent, people always notice that.

This entry was posted in Guest Experience, Leading and Managing, Training and Development, Your Team. Bookmark the permalink.

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