Hospitality is complicated. There are so many moving parts that it's likely that at some point, something will fall through the cracks.
When problems arise, it’s easy to blame the situation or circumstances on other factors but it takes a truly self aware and confident leader to look in the mirror and recognize their role in the bigger picture. Whether it’s the customer, resources, staffing or something else entirely, blaming others for problems only serves to prevent you from making a real and lasting contribution on the road to success.
Every issue, no matter how small, is an opportunity for you to take control, critically analyze your operation, to find and remove barriers and ultimately wow your customer. If you treat service issues with the right mindset they will make you better.
From personal development to team cohesiveness, service issues allow you to:
Write a great last chapter and provide an even more memorable service experience to a customer.
Prevent a customer from writing a negative review.
Learn about issues that most customers may not voice, but instead just won’t return.
Learn and grow your operation.
Develop systems or processes to ensure that you can avoid this problem in the future.
Polish your personal skills and comfort level in addressing customer complaints.
Problem resolution can bring your team closer together. If you approach it in a constructive way it can actually foster a strong culture of support and give a real sense of contribution to your employees. When you manage a team, you have to create an environment where it’s okay for people to fail and bring issues to your attention. If they are in constant fear of making a mistake or if their suggestions are met with indifference, excuses or simply ignored, you’re not building the kind of culture that strives for improvement and success. You’ll be left scratching your head as to why issues persist and no one seems to have the desire to fix them or perform at a higher level.