At times, maybe most times lately, it seems like the world is a harsh, uncaring, hostile place. The news keeps us on edge as each day we discover another reason to wonder about our ability to get along and accomplish meaningful things. Yet, as we look around in our neighborhoods, our schools, our places of worship, and hopefully in our work environments, we see good people; people who care about each other and relish friendships and relationships. When we push aside the intensity of negativity, we will see that the world is full of nice people. Unfortunately, nice doesn’t sell newspapers or advertising spots on TV.

Those who read this blog are typically involved in some aspect of the hospitality industry or the restaurant segment, in particular. Our purpose is to serve, to help people smile, enjoy the moment, and sense all that is good. That is what hospitality is all about. One of the best statements I have heard, a statement that summarizes our responsibility is, “If you can’t find a nice person in the moment, then it is your responsibility to be one.”

This MANTRA should permeate your restaurant culture. This is what you should hire, this is the example you should set for others, this is how you must train, and this is the critical performance that you should measure. Everything else can be taught along the way but the desire to be a nice person is either present or not. You can help to fine tune it, but hospitality can only truly exist if it is practiced by nice people. Ellsworth Statler, one of the original icons of the American hotel industry once wrote in a letter to his managers: “Hire only pleasant people and get rid of anyone who isn’t.” Strong words but think about it. How do you feel as a guest when confronted with a frown or impatient look from a service staff member? Nice people create welcoming environments to work in or dine in. Using NICE as a critical element in hiring may be the most important piece of the success puzzle.

Let’s look a couple elements of the NICE formula:

[]       SMILE:

Happiness is universally expressed with a SMILE. A smile that is sincere sends a powerful message that says: I’m glad you’re here, I intend to help make your day enjoyable, I like you and am willing to turn your so-so day into a positive one to remember. A smile and that sparkle in your eyes puts others at ease and takes some of the edge off any potential conflict or misunderstanding. Hire great smiles! A frown, by the way, is just as powerful with the opposite outcomes.

[]       YES:

A YES response is the great equalizer. To serve is to begin a conversation with the willingness to find a way to accommodate what the guest or co-worker seeks. YES, is powerful – use it and notice how good it makes you feel.

[]       PLEASE AND THANK YOU:

When did these two words go out of style? How difficult is it to show appreciation for other’s efforts on your behalf. What is most interesting is how contagious these words can be. When making a request, a simple PLEASE will lead to the action that you hope for, and a THANK YOU sets the stage for further positive actions in the future. You will also find that these two key words/statements will become part of the other person’s approach.

[]       LISTEN:

Negativity, anger, frowns, and other forms of confrontation are typically a result of poor listening skills. Get past HEARING and engage in intentional LISTENING. Try to avoid assumptions before you hear the whole story and stay away from the desire to form your response before the story is told.

[]       TEAM:

I’m not referring to just teamwork. We can all rally together to get a job done, but seeking to be an active, supportive, caring member of a true team means that respect, listening, understanding, empathy, and celebrating other’s success is core to how you live. When TEAMS exist, work gets done and happiness is served frequently.

[]       LIFT:

Nice people relish the opportunity to life others up, to show concern, to enjoy watching others improve and grow. When we lift our co-workers the feeling translates into better guest service, consistently excellent food produced in the kitchen, and a restaurant that fires on all cylinders.

Food for thought.

PLAN BETTER – TRAIN HARDER – BE NICE

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