When I was in charge of East Coast Food & Beverage Operations for Marriott, I would stop by a hotel and meet with the waitresses and waiters. I would ask one question, "What problem can I solve for you today?"
It was a small question with a big impact.
Often, the problems they needed to be solved were simple. They were not big issues, but the problems were a big deal to the people who could not do their job properly.
When you have an employee who serves the guest, getting them what they need to properly do their job will have a big impact. The employee will be happy and have more respect for the leadership of the organization, and the customer will be happy, too.
In order to build trust, you have to take care of the problems they tell you about. The more you take care of employees, the more they will trust you with the problems in the way of serving customers.
If you want your copy of the Morning Magic Planner, you can find it here.
