Educating Rita

OK guys. I've devoted a lot of thought to the 'service' matter, as written about in yesterdays post. I've thought about the various levels of customer service I've had over the years. I've thought about businesses I've worked in and owned, and the service they gave. I've thought about us humans in Hobart, and our perceptions, our lifestyles, our customs and habits. My belief is that all that, and more, contribute to either average, poor or excellent customer service.

I think (and I stand very much corrected here) that the service you receive anywhere reflects directly back to the owner or manager of the business and their character or personality. I am specifically talking about whoever has selected the staff.

I think it is the use of their own particular attitude/character/personality which they (obviously) use to select the staff they want to work in the business. By that I mean that the automatic projection of their morals etc kicks in when they interview for the job. So - if a business needs a staff member who can just jump in there and do the job they want doing, they'll hire the first person who comes along that shows willing or able to do the job (and looks good, and says they're honest etc etc).

The majority of small and medium sized business employers fall into that category.

Using that logic, a small-minded person will hire like-minded staff; a caring person will automatically suss out a potential employee with similar values. Being of the sort of character they are, the employer will find it most comfortable (and natural) to hire someone they can identify with, which is someone like themselves.

If you follow and agree with my logic, the only way to stamp out shoddy or crap service in Hobart is to have a vetting process not unlike the Application for Liquor License.

We will need a Board of SPECIALLY selected people to vet each application to have a hospitality business in Southern Tas. To be on the Board you have to justify yourself, not just be there for status. You will need referees who can speak truly and honestly about your credentials for this onerous job. They need to have been on the receiving end of your outstanding customer service.

If a new staff member is employed by a business previously vetted & OK'd by our Board, and their role encompasses hiring staff, the new person must be vetted by our Board before they can commence work. Failure to comply will result in a hefty fine for the business. No prisoners taken on this one. We are serious.

We want fabulous and outstanding service offered in all cafes, restaurants, takeaways, vineyards, souvenir shops etc. We want staff to CARE. We want empathetic staff. Staff who can put themselves in the shoes of that person in front of them. Staff who genuinely want to be at work, waiting on their allocation of tables, ensuring all their clients are as happy as they could be under those circumstances. Staff who don't have issues, or personal problems which they've bought along to work with them.

Yes - it IS a big ask. What isn't? It would be worth it though. Can you imagine a world where someone delivering crap service is the one who's out of synch with everyone else?

Quite frankly, I can't!