How can you avoid common mistakes when setting service standards?

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Service standards are the expectations and guidelines that define the quality and consistency of your hospitality business. They help you deliver a memorable and satisfying experience to your customers, as well as motivate and empower your staff. However, setting service standards is not a one-time task. You need to constantly monitor, evaluate, and adjust them to suit your changing goals, market, and feedback. In this article, you will learn how to avoid some common mistakes when setting service standards, and how to make them more effective and realistic.

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Hotel Naukri

CEO at Hotel Naukri Com
-Prashant -Mishra

Entrepreneur | Hotelier | Analyst | Host : Connecting The Dots - The Hospitality Podcast

1 Mistake 1: Not involving your staff

One of the biggest mistakes you can make when setting service standards is to exclude your staff from the process. Your staff are the ones who interact with your customers every day, and they know the challenges and opportunities of your operations. By involving them in setting service standards, you can gain their insights, feedback, and buy-in. You can also create a culture of ownership and accountability, where your staff feel valued and responsible for the quality of their work.

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Hotel Naukri

CEO at Hotel Naukri Com
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Involve Your Staff: One of the most crucial steps in setting service standards is involving your frontline staff, including servers, housekeeping, and receptionists. They are the ones who interact directly with guests and understand their needs and expectations better than anyone else. By including them in the process, you gain valuable insights and buy-in, which increases the likelihood of successful implementation. Conduct brainstorming sessions, focus groups, or surveys to gather input from staff members on what they believe constitutes excellent service. Their perspectives can help you identify blind spots and areas for improvement that you may have overlooked.

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Amol D

Talks about Innovation in | Restaurant Inventory Management ?????? | Cost Control ??| Stock Control ?? | Recipe Management ?? | Product Procurement | Enterprise Solutions ??
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Not involving your staff and not appreciating them enough is one factor that can lead to big trouble at times. The staff needs to be valued for the services they provide and appreciated as well. As a brand, you also need to sell what you preach as this can create a brand image and you also need to live up to it. Customer is everything at the end of the day and they need to get exceptional service so having a friendly and trained staff is?a?must?as?well.

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2 Mistake 2: Not aligning with your brand

Another common mistake is to set service standards that are inconsistent with your brand identity and values. Your brand is what sets you apart from your competitors, and it reflects your vision, mission, and personality. Your service standards should align with your brand, and communicate it to your customers through every touchpoint. For example, if your brand is fun and playful, your service standards should encourage your staff to use humor and creativity. If your brand is elegant and sophisticated, your service standards should emphasize professionalism and attention to detail.

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3 Mistake 3: Not measuring and rewarding performance

Setting service standards is not enough. You also need to measure and reward your staff's performance against them. Otherwise, you risk losing track of your progress, and demotivating your staff. You should establish clear and objective criteria to evaluate your staff's performance, and use tools such as surveys, audits, and mystery shoppers to collect data. You should also recognize and reward your staff for meeting or exceeding your service standards, and provide constructive feedback and coaching for improvement.

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Sulaina Nakyomu

Supervisor
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Not measuring and rewarding achievements is one of the biggest mistake as leads to de motivation among staff It’s hard to implement what one does not believe or align with so if you want staff to adhere to service standards and guidelines make them connect with set rules in place and those who do it exceedingly well should be rewarded to promote positive competition and growth

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4 Mistake 4: Not adapting to customer needs

Your customers are the ultimate judges of your service standards. They have different needs, preferences, and expectations, and they can change over time. If you don't adapt your service standards to your customer needs, you may lose their loyalty and satisfaction. You should regularly solicit and analyze customer feedback, and use it to identify gaps and opportunities in your service standards. You should also train your staff to be flexible and responsive to customer requests, and empower them to make decisions that enhance customer experience.

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-Prashant -Mishra

Entrepreneur | Hotelier | Analyst | Host : Connecting The Dots - The Hospitality Podcast
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1. Conduct thorough research to understand 2. customer preferences. Allow flexibility in standards to accommodate diverse needs. 3. Regularly review and update standards based on feedback. 4. Empower employees to meet unique customer needs. 5. Communicate clearly with both employees and customers. 6. Monitor satisfaction and gather feedback continuously. 7. Provide ongoing training to prioritize customer-centricity.

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5 Mistake 5: Not communicating and reinforcing your standards

To ensure your service standards are effective, it's important to communicate and reinforce them with your staff and customers, making them a part of your everyday operations. You can create a service standards manual or handbook that outlines the expectations and procedures for each role and task. Additionally, regular meetings and trainings should be conducted to review and update your service standards. Moreover, you can display your service standards in visible and accessible places, such as posters, flyers, or screens. Lastly, sharing success stories and best practices that illustrate your service standards in action is an effective way to reinforce them.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you avoid common mistakes when setting service standards?

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1 Mistake 1: Not involving your staff

2 Mistake 2: Not aligning with your brand

3 Mistake 3: Not measuring and rewarding performance

4 Mistake 4: Not adapting to customer needs

5 Mistake 5: Not communicating and reinforcing your standards

6 Here’s what else to consider

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