CustomerThink – We’ve always done it this way…

Does inertia matter more to you than delivering better services to your clients?

Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.

I had just started working as a banquet manager at another hotel and found that most of the waiters have been working there for around 7 years and some up to 15 years. After a few days of observation, I made a list of the things that I knew we can do better and planned the steps needed to make it happen. No big deal, I’ve done this many times before.

On the following week’s schedule I listed a date for a mandatory meeting/training class and prepared the topics I would discuss. The meeting day arrived and we all sat around a series of round tables and enjoyed the coffee, soda and bottled water I had prepared for them. Hey, if I force you to come in for a meeting, the least I can do is have some beverages prepared for you…right?

More of the CustomerThink post from Steve DiGioia

2 comments

  1. Thanks for sharing my article.

  2. Great article, Steve! We hold our internal biases so dear that we forget about our clients.

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