Team Advice

Eight Tips from World Class Service teams

In our work with award winning venues we asked the teams what they thought made the biggest difference to improving standards of customer service. Here's what they said.

1. Think “one” team. The customer doesn’t see the difference between contractors, service partners and the host organisation and nor should you. Think on team. Invite service partners them into the next meeting/project/party
2. Brief daily. Make sure the team know what’s happening on a day to day basis. Who is visiting, special occasions, services available and which services are not available.
3. Know the product. See the food, taste it, see the thing the team are supporting. Explain where it’s from, how got here, any stories connected with it. Watch team confidence and commitment rise!
4. Nothing beats leadership by example. Be the change you want to see. Set expectations through you own behaviours. The team does what their leader does.
5. Recruit and select the right talent. Have a clear idea of what talent looks like for your organisation. Ask candidates for examples of when they have shown the behaviours you are looking for. Will they fit the team? If you can see the talent, make sure they have the positive mental attitude to bring their talent to work. Everything else you can train, talent and attitude are much harder.
6. Do the induction process properly. New starters need to be given every opportunity to learn and succeed. Use your best people to buddy new starters. Induction is much more than a good handbook and two weeks of encouragement.
7. Make sure the boss meets new starters. Make sure new people joining the team get to meet the boss to hear the organisation values from the top.
8. Provide positive reinforcement whenever you see any member of the team driving standards up or providing a 1% beyond standard performance. Being positive about things being done properly isn’t just a thing to with managing people, it’s about the culture; contractors, partners, neighbours and civic agencies all need encouragement.

With thanks to the impeccable Milton Keynes Theatre and the delightful team at NationalConcert Hall in Dublin.