It’s not the job, but the autonomy and service values
In my own early work experience as a dishwasher, I remember my manager complaining to me because some of the plates and pots weren’t clean. He told me that I wasn’t washing the dishes. I replied, “I have washed every single dish,” which was true—I just hadn’t washed them to the standard the manager was looking for. But instead of getting into a battle around that, he said, “Okay, let me put it this way. I didn’t hire you to wash the dishes. What I hired you to do was to actually provide clean flatware, dishes, and pots to the cooks, waiters, and busboys. Your job is not to wash the dishes, but instead to provide clean equipment and tools to the people who will be serving our guests.” He redefined my job for me and gave me a clear picture of what he wanted.
In the service industry, that’s one of the things we learn early: As a manager, service is not something that you mandate. You set broad parameters and limits and then turn the employees loose to do everything they can, within their ability and judgment, to do the right thing in serving customers.
If you want to provide service the way they do at the Ritz-Carlton, you hire friendly people, teach them how to do their job, and then let them run with the ball. If you want to have a different airline experience like they do at Southwest, you hire friendly people, train them, and turn them loose. One of our new clients is Mr. Rooter—a plumbing franchise. They hire really friendly people and then teach them the specifics of doing the job. The plumbing is important of course, but cleanliness, responsiveness, respect, integrity, and customer focus are much more important in terms of creating a lasting, positive experience for customers than just turning a wrench the right way.
- Ken Blanchard and Scott Blanchard
NOTES
I like how the Ritz-Carlton went from a very prescriptive best practice customer service checklist, which left no room for autonomy or resilience, to a more loosely based one that allowed for personal judgement and improvisation…these are conditions for engagement and meaningful work. Also see my post, “I am knowledge worker”, says the Janitor.
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(Source: Fast Company)
