1 post tagged “empathy”
Rosa Say has written a wonderful article about how to kill the spirit of hospitality. If you want to read the original, please click on this link. Otherwise, here are some exerpts to consider. The cancer that can kill hospitality is routine. Routine can lead to complacency and apathy making service levels mediocre. What energizes hospitality is creative problem solving and interaction. Everyone wants to contribute to the effectiveness of operations and when given the opportunity, exciting things can be created. Never, ever say, to yourself or others, "Yeah, but...". Never tell each other, "Well, we've tried that before, BUT..."; this kills the spirit of hospitality. Regardless what the idea is, say something like, "That sounds like a terrific idea, tell me more!" Prod, encourage, seed the idea with a some kind of twist; no wet blankets allowed. Ideas are catalysts --- ALL of them When we encourage people to "tell us more" they begin to cook up and create, challenging themselves to tell us something pretty fabulous as they keep talking. Their peers start to chime in because they want to help them please us, and long-suppressed ideas which WERE in their heads before we ever showed up, start to get remembered. Keep the positive ideas flowing. Bring your empathy to work If you feel your staff has become complacent, put yourself in their shoes. If you'd be bored doing their job, chances are they are too! Routine work days are a cancer. They snuff out the warm spirit so necessary in giving hospitality to others, for your staff cannot light that candle if they have no fire of their own.
