Successful Leaders in business understand and value the importance of the team, the entire team. While the main goal in business is to drive revenue, it is equally important to never neglect the team which supports the business and provides the service. Without the team, there is no business. It doesn’t matter what position they hold or the responsibility they have, each staff is an integral part of the total operation and a critical link in the management chain. The chain is only as strong as the weakest link, thus every link has to be strong. They are all important.
I will always remember long discussions about the “sweepers” at the Park.
Why is this person often paid the least and perhaps less skilled than others? When a guest is at the Park, perhaps the one person he sees most throughout his visit is a “sweeper” because he is everywhere maintaining cleanliness. As he is very visible, he is usually the one guests approach with questions or ask for directions. One very common question is where to find a facility or attraction. He is a valuable staff member because of his guest contact. When a guest has a question, every staff he encounters is his priority because he expects and deserves a proper answer.
Should this staff be provided with service skills, motivated to smile, able to respond to guest inquiries courteously, encouraged to be eager to respond, and generally be service minded? There were a variety of answers but surprisingly none related to service.
Whether the highest rank or lowest rank, to a guest, they are employees and representatives of the company. The service they provide should not be different because of their rank.
From the guest's perspective, the service, the smiles, and the courtesies should be the same coming from all staff.
The lower level rank and file staff are often overlooked for all the wrong reasons. Successful leaders pay more attention to them because of their importance and vulnerability to being neglected. Higher-level staff will get recognized often and do not require extra attention. Every employee is a valuable asset to the company and to the business. They are the cogs in the wheel without which the wheel does not turn. Think about ALL your team members, they are the people that make all the difference.
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