What makes it hard for employees to deliver great service? Three things: 1) being marginalized and seen as a cost rather than an important part of the business, 2) mistreatment, whether by customers or management, and 3) being tied to scripts and rigid policies that don’t allow them to truly help.
But there are ways to make it easier.
Maslow knew it. Survival, safety, belonging, self-esteem, and self-actualization.
We can do it in our workplaces.
- Pay a reasonable wage that allows people to have a life, not just live. (Survival)
- Provide a comfortable workplace and allow time for emotional resets. (Safety)
- Encourage teamwork. Team members who help and care about each other will better help and care about customers. (Belonging)
- Bring out the best in people. Recognize great performance and coach poor performance. (Self-esteem)
- Empower people to make decisions and do the right things. (Self-actualization)
It will never be perfect, but you can make it as good as it can be.
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Neal Woodson 