Staff – the difference between success and failure?

Read on for another excellent article from the Margaret River Business Centre.

‘Doing Business’ by Dr Barb Maidment

Finding and keeping the right staff for your business can be the difference between success and failure. Just ask anyone trying to run a hospitality business during the busy season in the Margaret River region. Now that things have slowed down a bit for winter, it might be a good time to look at how you manage your team.

Help each other to be right. We’re all human and everyone makes mistakes. If a new team member makes a mistake, take them aside quietly and explain how it might be better handled next time. Avoid making the mistake an example for the entire world to see.

Look for ways to make new ideas work, not for reasons they won’t work. In their eagerness to be part of the team, staff will bring forward ideas that should be reviewed on their merits and not dismissed out of hand. If you value the staff member, you will value their input and encourage it.

Speak positively about each other and about your business at every opportunity. Ask your staff to do the same. Speaking positively is contagious. It gives everyone a boost, raising morale in the process.

Help each other win. Within a business, staff should not be in competition with each other. If someone needs help, lend a hand. Be proud of customer service done well. In the end, no one wins unless everyone wins.

Compliment often. You’d be amazed how far a quiet word of heartfelt praise goes when you’re trying to build staff loyalty. Every compliment contributes to a cohesive and confident team, proud to do their best job possible.

Remember that the customer is not an interruption to your work, but the reason for it. Without customers, you don’t have a business, you have an expensive hobby! Find ways to help your staff recognise each customer as an opportunity to do a job well, with confidence, and keep the money flowing that pays their wages.

Being right is irrelevant to good service. It’s the customer’s perception that counts. Make sure every customer leaving your premises goes out with a smile on their face.

Maintain a positive outlook. Easier said than done, you say, what with government red tape, shop theft, vandalism and 100 other excuses to become the Wicked Witch of the West. Attitudes are contagious. Is yours worth catching?

Sacrifice for the good of the team. Build a culture in your business that shows even the boss is not too precious to lend a hand when things are busy.

Have fun! When your workplace is positive and happy, word gets around. People will want to work for you and customers will be only too happy to give you some of their cash.

Barb may be contacted at the Margaret River Business Centre on 0437 800 489 or email info @margaretriverbusiness.com