While each person brings his or her own attitudes to the workplace, your company expects employees to be indoctrinated into a culture of absolute dedication to quality and the needs of the customer.
Your emphasis as a leader and all the training focus for your employees is on learning how to say YES to customers. If this attitude is kept foremost in mind, it will help you and your employees handle any unusual requests or difficult situations involving customers. This indoctrination is the ongoing responsibility of leaders at every level and can best be accomplished by your wholehearted support, daily reinforcement, and personal example.
Equally important, this attitude should characterize your work relationships with fellow employees – your internal customers. Everyone who works for your company is a member of a team trying to accomplish the same mission. Cheerful and complete cooperation with one another makes work easier, more meaningful, and fun. Your first thought when approached by a customer, external or internal, should be “How can I help this person; how can I be of service?”
Attitude is the major determinant of success in any endeavor. Your thoughts color everything you do. Each person has a filter through which all sense perceptions pass. Since the conscious mind can only process so much information, perceptions are screened and only those supporting your thought system, biases, and views are accepted. All others are rejected. Stated another way – since your brain interprets sensory information to support what you already believe – YOU ARE WHAT YOU THINK!
If you believe yourself to be misunderstood or mistreated, you will seek every piece of evidence to support this belief. If you are optimistic and happy, you will select every perception that supports that happiness and optimism. The process is self-reinforcing and reciprocal. If your thoughts tend to the negative, you will see only the negative. If a person is a liar, he or she will assume that everyone lies and will go through life never trusting anyone.
The implication is that you create the world you want through your thoughts. People who are upbeat and look for the good in everything know that, while they cannot control events, THEY CAN CONTROL THEIR REACTIONS TO THOSE EVENTS! Simply put, you can make whatever you want of any situation.
Attitudes are clearly infectious and you owe it to others to be as positive and cheerful as possible. One defeatist, grumbling, negative attitude can ruin the day for many others. The sad thing is that you allow the negative person to do this. When one considers the uproar in society over the danger to people’s health from passive smoking, it is surprising that they aren’t just as adamant about the threat to health from passive bad attitude.
So don’t tolerate your employees’ bad moods. Confront them; shock them back into an acceptable frame of mind. Tell them to go home if they can’t be in a better mood. The requirement must be:
“Be of Good Cheer or Don’t Be Here!”
As a leader you are responsible for building morale within your team. Protect your employees from people with negative attitudes and sour moods. Don’t permit one employee to drag down an entire operation. Confront, counsel, and, if necessary, discharge the employee.
Thanks and have a great day!
This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers – those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking hospitality managers throughout the country and around the world.
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