I’ve often told the story that when opening the Mirage, we spent nearly a year studying dozens of companies that had opened something new. The #1 thing we learned was the importance of training employees – formally planned, professionally designed, and skillfully conducted training. Not a haphazard buddy training, but one facilitated by trained trainers who know how to teach skills and processes, could explain why things had to be done a certain way, and were capable of coaching employees through a practice regimen. That, they told us, was the best way to set people up to perform at the highest level. We wanted the Mirage to be not only successful, but the best. And that’s what happened. Because we were confident that it wouldn’t be the building that won over the guests, but the staff. With service excellence. Performed by proud and skilled employees. What we did there was like a play: it wasn’t the length, but the excellence of the acting that mattered. People like to perform at those high levels, to meet the challenge of excellence, and to shine in front of their colleagues and customers. It’s the same in every business – large or small, and with any task – big or little; give employees the tools they need, the training to use them, and the license to do their best, and they will. Let your employees put on an award-winning performance today.
Lucius Annaeus Seneca the Younger (4 BC – AD 65): Known simply as Seneca, he was a Stoic philosopher of Ancient Rome; a statesman, dramatist, and in one work, satirist, from the post-Augustan age of Latin literature.
No comments:
Post a Comment