• salimkassam

Hold the Line

Fly through turbulence, coach up...

I could throw a few more out there, but I think that you all understand the sentiment. It’s a tough time out there right now. A close colleague explained it to me as mercury being in retrograde, I explain it as the world puckering up for the wildly unknown.

I know a lot of people will be commenting on what will happen on this path of COVID affecting the world. I am not going to do that as my opinion will be completely speculative and I am wholly unqualified to conject. I am praying that it is short lived.

So, faith and prayers aside, what can we do as leaders of teams and people. That is the real question. In my consulting practice I had two hospitality clients call me to say that they needed to pause on projects as they are uncertain of how long this will last. I told them that they were making the right decision, and that they should focus on their people, and their customers.

That is the main point of my note today. I grew up in hospitality, and I now cater to hotels, restaurants, gyms and a few start-ups. These industries all serve inbound customers every day and they have two choices, lament the fact that they may have less customers in front of them, or make sure that they focus on the customers that they have. It’s a question of what I have to do, I have to get through this downturn, or what I get to do, I get to spend more time with each customer or ensure I go the extra mile for each customer so that I can make their experience as memorable as possible.

Here is what I can tell you, thoughtful customer service is always appreciated, and valued. It is an investment that pay off in any economy and in any circumstance.

So, how do you achieve this, it starts with you. If you are front line, spend the extra time to surprise and delight the customers you still have. If you are a manager, empower your people to do so. I would suggest that you are also truthful, tell your staff what you can about the situation, and the give them something to do, specifically give them the ability to invest their energy into their customers, clients, accounts.

If you are a team leader, head of department etc, now is the time to understand that you set the tone. If you are optimistic about the future, realistic about the present and earnest in your communication with your team, you will bring an environment of calm and capacity to the situation. From that you can foster a customer and employee focused environment for service that you GET to provide because you have more time to do so.

If you are a customer, thank you for your patronage.

Invest now, it will pay you back later…. Remember, good service always pays dividends, and cared for team members always create happy guests and clients.

If you are looking for help navigating these waters, give us a call, we have a little more time than usual right now……


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