I have worked in many hotel and restaurant corporations who like to think they are 100% in favour of looking after their customers.
However a familiar scenario which you may recognise is this:
.......The area manager is in town for a quick site visit and is having lunch with the General Manager. All senior staff begin running around nervously, checking back of house areas, cleaners are frantically running from one corner to the next checking for anything which may upset the inspection ahead.
However a familiar scenario which you may recognise is this:
.......The area manager is in town for a quick site visit and is having lunch with the General Manager. All senior staff begin running around nervously, checking back of house areas, cleaners are frantically running from one corner to the next checking for anything which may upset the inspection ahead.
At lunch the food check for the managers table gets V.V.I.P. and rushed forward ahead of paying customers. The food is fussed over and tweaked in the kitchen by the head chef, and of course they get the best table in the restaurant. Senior staff are expected to be there even if it is their day off and tensions are raised.......
Sound similar to something at your place?
Variations of this I've seen in many companies, it may be the company owner, the board of directors, Vice President or whatever, the end result is the same. "The boss is king instead of the customer."
Sound similar to something at your place?
Variations of this I've seen in many companies, it may be the company owner, the board of directors, Vice President or whatever, the end result is the same. "The boss is king instead of the customer."
What many people miss out on here is that subconsciously the message is being relayed that the customers are second in rank to the managers / owners. Yet these same managers / owners are being paid, like the employees, from the profits resulting from the customers paying money for a service.
So if you see this kind of scenario happening in your establishment, ask yourself how you can stop it and turn the culture around to reflect a genuine desire to put customers first, not the boss.
