Like most people, I tend to frequent certain restaurants. For a while, I had been going to a deli for lunch and had an amazing customer service experience each time I went. One time, I even offered the guy that took my order a job because he was so unbelievably friendly and concerned about my needs. But over the past few weeks, I experienced a drastic change in the “happiness” of the staff there. I like to talk to people and make conversation, but no one there seemed to be responsive. Maybe my jokes just weren’t funny anymore.
You can have the best systems, the best procedures, even the best staff. But if they aren’t truly happy, all of that is futile.
So how do we make sure that we have happy staff? We will occasionally run into situations where we just can’t do anything to make everyone happy. However, if you follow these simple steps to creating a happy team, you’ll be one step closer to a “Disney” experience for your members:
1. Motivational “Minutes”: Before the day/shift even begins, before a single one of your team steps in front of a member, take at least a few minutes to motivate them. There are a few ways you can do this, but it starts with knowing your team. Some people will think pep talks are cheesy and overrated, while some of your team will view those as important, as if you were Vince Lombardi himself. Take the time to tell them your expectations and highlight their strengths.
2. Motivational “Moments”: These are longer than Motivational Minutes, but if you have the 10-20 minutes to spare, they’re worth the while. Usually, the best things to use for Motivational Moments are videos or testimonials. Have a great e-mail from one of your members highlighting your staff? Share it. One of my favorite motivators is TED talks (www.ted.com). Check out the ones by Shawn Achor and Malcolm Gladwell, or just search “happiness.” YouTube videos are great as well — try showing the video titled “How Bad Do You Want It?(Success).”
3. Tell them how they’re doing constantly throughout the day. This doesn’t mean don’t coach, critique, or reprimand, but you’ve got to let them know you’re proud of them and want them there.
4. Finally, don’t be afraid to send someone home! If “Debbie Downer” is a member of your staff, you’re better off letting them go home and deal with it, than letting them fight with your members. It’s worth it to take their place for a few hours than to let them impact your level of customer service.
Amanda Purser is the Front Desk Manager at Gainesville Health & Fitness. She can be reached at APurser@ghfc.com.
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.
