src=”https://buffer.com/resources/content/images/2022/05/andrew-teoh–Pa1hbSlWtA-unsplash.jpg” alt=”Why I Believe Employees, Not Customers, Should Come First”>
The customer is the most important thing in business. You might think that being the hospitality director would make it obvious that I am a top priority in ensuring that customers have the best possible experience.
It is true, but I have discovered a more powerful and roundabout way to get there: putting employees first.
As co-founder of Destination Unknown Restaurants and having managed four restaurants in the last six years, I have learned that employees happiness leads to happier customers and stronger businesses. This advice is applicable to all small businesses, even though I am speaking only from the restaurant industry.
We believe that taking care of our employees means making sure they are properly compensated for their hard work. We made the 2020 shift from hourly to salary pay for most of our full-time employees. This means they don’t have to worry about scheduling or relying on tips when it comes time to earning their salary. To determine the new base salary, we looked at how much each of our highest-paid employees made annually under a tipping system and then added 5%. We have seen a significant decrease in turnover and associated training costs, which offsets the increase in our cost.
This move has changed the way we interact with our employees and how they relate to us. Instead of seeing them as disposable employees, we feel that we are invested in their development and care about their well-being. We are able to see the value they bring to our company and our customers through their caring.
It all depends on how your business is doing. However, it may not be possible to pay your employees a salary. But, looking for ways to take care of your employees through other benefits, professional growth, flexible work arrangements or other benefits will help you succeed in the long-term. These are just some of the ways that we have seen this move make a difference for our customers, our operations and our morale.
It has created a workplace where everyone works towards the same goal
Employees who feel valued and cared for rather than being taken advantage of create a positive environment that encourages teamwork.
Servers at a tip-based restaurant are usually only concerned about their section to make enough money for the day. My restaurant has employees who work together to ensure that every guest has an enjoyable experience. They can help another server if they have a slow section and not worry about their own income. They serve food at each other’s tables and check guests’ faces to ensure they are having fun. Since every guest experience is different, I have noticed that everyone works together to train others.
Incentives have been added to employee salaries to encourage teamwork and provide top-notch service. Our servers and bartenders can receive a bonus each month based on positive reviews on Google or Yelp. We can also get an additional bonus if we receive great press or an award such as a Michelin star. Instead of focusing on their job, employees are focused on providing guests with a memorable experience.
It has helped us retain the best talent
We have saved so much time and money by prioritizing employee happiness when recruiting, hiring, training, and other related activities. We have had no problems hiring during a time of mass resignations and other staffing challenges for many businesses.
We have had no problems hiring during a time of mass resignations and staffing difficulties in many businesses. Kelly Phillips, co-founder of Destination Unknown Restaurants
Yes, it was stressful to have to draw from our savings in order to pay the payroll during the pandemic lockdowns. Because I am certain that I will never find another Marco, Elmer or other outstanding employees, I was determined to keep them all. Perhaps I will eventually find decent replacements, but it won’t be easy and it won’t happen overnight.
A longer employee retention period is a sure sign of a better business. People who stay with the company for at least a year learn more about their position and become more efficient. They also find new ways to help customers. My employees were the ones who helped me open these restaurants. I couldn’t imagine my life without them.
It has created a relationship where employees want to reinvest in the business
It’s not just about retaining talent. I have noticed that my team is more excited to invest in the future of our business by investing in them.
Because they have a salary, they believe there is potential to stay here and grow, to climb the ladder, and make this a part of their career. Many of these people could become partners, managers or even head chefs of another restaurant.
This is obviously a great asset when we are ready to expand and grow. It’s also an asset because employees feel excited to work for it. My team will be empowered to take time to improve the restaurant and brainstorm new ideas, rather than worrying about tips on slow days. It is exciting to see employees who are more than happy to do the minimum to make the business grow.
You can create a better environment by reducing stress
I believe that putting employees first is the best way to create a better customer experience. This can be done by reducing stress levels for staff every day.
If you enter a business and notice that the staff is unhappy, it’s obvious. Many servers at tip-based restaurants are busy doing math during their shifts to figure out how they will pay the bills. This takes away from the ability to focus on customers. Our staff is happier, and so are our guests, who feel more at ease and want to return again and again. It’s evident in the way our businesses are performing today. We had record sales last week and Destino is now one of Washington’s top-rated restaurants.
Your business’ identity is shaped by your people. Kelly Phillips, co-founder of Destination Unknown Restaurants
Your business’ identity is shaped by your people. If they aren’t taken care of, it will show in the way people interact with your company, whether in intentional or unintentional ways. They will give their energy back to customers if they feel valued and respected.
The whole experience was a powerful reminder for me that my job is to care for customers. However, I also have to take care my employees because without them, this is impossible.
Did you miss our previous article…
https://onlinemarketingagencies.net/?p=4371
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