Working under active leadership can make a huge difference in how employees feel and perform.
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There are many forms of leadership. A customer-focused organization needs leaders who understand the importance of customer experience, and, if not equally important, the importance of employee experience. If you’ve ever stayed in a hotel where you had excellent experience, you’ve probably experienced the results of a leader/general manager who understands the importance of both. So for years I have preached the hospitality mentality. Hotel and restaurant managers know how to motivate employees to provide a great experience.
Ryan Minton was the former general manager of the hotel and eventually became SVP of the hotel chain under the name brand. He understands that in order to have a great customer/guest experience, you must start with the employee experience. I interviewed him about his latest book, Uplifted: The Smoly Powers of Proscial Leadership of Frontline Employees.
Hospitality mentality is universal
The idea of ​​hospitality is not just about hotels and restaurants. This is suitable for any type of business or organization, including B2C, B2B and even government. Minton states, “Good customer service is rooted in hospitality. Good old customer service is hospitality from the good old days. That’s why many brands see the hotel industry as the standard for the best customer service.”
Great leadership starts with feeling valued in people
One of the simplest and most powerful things leaders can do is to let people know that they matter. When employees are truly appreciated, they are more likely to enjoy coming to work and putting their best efforts into it. When leaders practice things as simple as positive perception for their work, it not only boosts morale, but also creates workplaces where people want to stay and grow.
Bad Day Policy Breaking Everybody
Leaders set tones at work. The “No Bad Day” policy focuses on showing up with positive energy even when life is tough. This means leaving a personal struggle at home and giving your team and customers the best energy and attitude. When leadership shows positivity, everyone around you will be lifted up and create a better experience for both employees and customers. Minton said, “We are all human. We can have a bad day. But when I go to work, I owe my people to give them the best version of me.”
Empowerment via Trust Provides Better Service
Great leaders don’t micromanage. When leadership and management trust workers to make good decisions, they feel empowered. Giving people strict scripts and rules to any situation can feel like a robot, not a problem solver. Trust employees to use common sense and empathy when solving customer problems.
Balancing policy and common sense
Rules and policies are useful, but they must act as guidelines. It sets boundaries that range from strict legal compliance that cannot be ignored or changed to issues that are broadened with common sense. Minton says, “We are often trapped in black and white. We have to be comfortable in a gray area. There are situations where we have to do the right thing.” Flexible leaders teach teams to put their customers first and use judgement, especially when something unexpected happens. When employees have the freedom to make wise choices, loyalty and satisfaction rise on both sides.
Positive leadership generates real returns
Minton says it may be difficult to measure the ROI of being a positive leader, but the results will be visible in the long run. Employees working with positive leaders are happy, cherished and working hard. The big advantage is that it reduces employee sales. What’s going on inside is felt outside by the customer, resulting in fewer cancellations. Over time, positive leadership rewards both from clients and employees through loyalty and growth.
