The Character of Frontline Employees
Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or incentivize staff to do this. It would feel mechanical and lack authenticity. And it's not necessary. If you have the right people on board, they come to work with that motivation. They take personal pride and satisfaction in seeing to it that the guests are well cared for. Just as important, you must select and develop the right people as front-line leaders so they can create an environment in which people can be their best.
Source: The Ultimate Question 2.0 (p. 211)
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