Management Consultants
Each member of your team should be a part of a team, the
management should act as team coaches, not disgruntled
desk-ridden ogres because the profits are down.
Never try to teach a pig to sing. It wastes your time...
and it irritates the pig. That's a hard lesson for
the team who creates Positively Outrageous Service but
experience has taught me that motivation only
goes so far.
These are some of the key elements involved with our
management resources, how to find winning personalities
that will make your facility grow, and how to motivate
the team you already have to win the game. The game again,
providing good customer service which
results in happy guests and healthy profits.
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You should forget the terms staff, employees and personnel,
because if they are treated as such, they take no ownership
in the common goal of making profits.
That is the bottom line we are all looking for.
If you can motivate and empower your team to take ownership
and responsibility of their service performance,
you can now begin to take charge of the team,
and coach them onto victory, the victory of profits.
If your team is motivated, and enthusiastic about coming
to work, serving the guests, have a pride in themselves,
and a pride in your facility, your team is happy, and your
guests will be happy, and eventually the profits are up,
which makes the boss happy!
In our industry we notice that some team members and
management has what I call "high customer contact
tolerance" In other words, contact tolerance is the
psychological ability to handle one customer after another
without going absolutely nuts. The solution?
Hire people who are already nuts!
Each family entertainment center operator, owner and manager
that i meet always asks me about my latest training project.
It's always something new and definitely different
for me. To lead the effort, I asked a friend to step out
of his area of expertise and accomplish
something that would overwhelm the average person.
"Aren't you worried?" they ask. "Nope. I
find good people and then figure that they will figure
it out." "Then I hope you are good at finding out
who are the good people," They say. I am very good at finding
the right player for my team, and if i have a player sitting
on the bench too much, i find a way to motivate them.
And so is every leader who succeeds. Great leaders don't
attempt to mold trash into treasure. They
first set about assembling a team with potential.
Like a sculptor who releases beauty from the stone,
great leaders only uncover magnificence. They don't
create it.
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Visit The T. Scott Gross Web Site
gbabineau@hotmail.com
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