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Last updated on 2024年7月19日

Your team is at odds over service standards. How can you resolve conflicts effectively?

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In the fast-paced world of food and beverage operations, maintaining high service standards is crucial for success. However, it's not uncommon for teams to find themselves at odds over what those standards should be. Conflicts over service protocols, customer engagement, and operational efficiencies can create a tense atmosphere and lead to a decline in service quality. But fear not, resolving these conflicts is possible with the right approach, promoting a harmonious work environment and ensuring that your customers receive the exceptional service they expect.

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Anna Francesca Palazuelos A

Asesora de restaurantes y hoteles
Jimmy Chen

CEO at AOVISS | one-stop bakery and kitchen equipment manufacturers. Offering Specialized Spiral Mixers, Deep Fryers…

1 Identify Issues

The first step in resolving conflicts is to identify the root causes . This involves listening to each team member's concerns and perspectives regarding service standards. Understand that each individual may have a unique take on what constitutes excellent service based on their experience and role. By pinpointing the specific issues at hand, you can address them systematically rather than making broad assumptions about the team's discontent.

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Anna Francesca Palazuelos A

Asesora de restaurantes y hoteles
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Si hay desacuerdos sobre los estándares de servicio, puede ser porque no hay claridad en el tipo de concepto, en la marca, en los valores y en el tipo de clientela. Para esto es importante (re)definir estos elementos para que entonces sí, puedan definir el tipo de servicio que se da. Y entonces sí, no es lo que creen, es lo que es. Si no tienes claro tu concepto, no tienes clara tu clientela, no tienes claro el estilo de servicio. Ya teniendo esto claro, entonces quien no siga los estándares entenderá si es por negligencia o porque esa persona no entiende el concepto definido y se le tiene que explicar con capacitaciones y estándares.

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Erika Freeman
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If people are at odds, it usually means there is a communication breakdown of sorts. This can lead others to feel disconnected. Team moral is effective if everyone feels like they matter. So, taking each member aside and connecting with them and asking for their input seems to help the walls come down. When others feel valued, they seem to care about what is happening. Adding esteem seems to help people want to participate in the company's development.

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2 Open Dialogue

Once the issues are laid out, encourage an open dialogue among team members . This means creating a safe space where everyone feels comfortable sharing their thoughts without fear of retribution. Encourage your team to express their ideas and concerns openly, and remind them that every opinion is valuable. This process can help uncover underlying problems and pave the way for collaborative problem-solving.

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Anna Francesca Palazuelos A

Asesora de restaurantes y hoteles
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Obviamente, hay muchas maneras de analizar esto, pero regresando a la problemática inicial en cuestión: su equipo está en desacuerdo sobre los estándares de servicio (como atiendes al cliente) y siguiendo el hilo de mi comentario anterior, cuando el objetivo y el concepto están clarísimos, no debe haber necesidad de un diálogo abierto. Me pregunto: si un vendedor llega a Van Cleef y no sigue el estilo de servicio y atención al cliente de ultra lujo, y quiere ofrecer otro tipo de servicio, se le invita al diálogo?, por supuesto que no, se le pide que siga las reglas y los estándares con los cuales probablemente fue capacitado.

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3 Set Objectives

With a clear understanding of the issues and insights from team discussions, you can begin to set realistic objectives for service standards . These objectives should align with both customer expectations and your establishment's operational capabilities. Make sure these goals are specific, measurable, achievable, relevant, and time-bound (SMART) to ensure they are clear and actionable for the entire team.

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Jimmy Chen

CEO at AOVISS | one-stop bakery and kitchen equipment manufacturers. Offering Specialized Spiral Mixers, Deep Fryers, Ice Cream Machines to all bakeries and restaurants. Looking for distributors all over the world
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Clarity and Focus Specific: Clear, specific objectives provide a focused direction for the team, ensuring everyone understands what is expected. Measurable: Measurable objectives allow you to track progress and determine when the goals have been achieved. Realistic and Achievable Achievable: Objectives should be realistic and attainable, considering the resources and capabilities of your establishment. Relevant: Goals should be relevant to both customer expectations and the overall goals of the business, ensuring they contribute to long-term success.

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4 Develop Solutions

Developing solutions is a collaborative effort. Work together with your team to brainstorm and implement strategies that address the identified issues. This might include revising service protocols , providing additional training , or adjusting roles to better suit team members' strengths. By involving the team in the solution-building process, you foster a sense of ownership and commitment to the new standards.

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5 Implement Changes

Implementation is critical to resolving conflicts over service standards. Introduce the agreed-upon changes gradually, and provide support to your team members throughout the transition. Monitor the impact of these changes on service delivery and team morale. Be prepared to make adjustments as needed, and ensure that communication remains open so that any further issues can be addressed promptly.

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6 Evaluate Results

Finally, evaluate the results of the changes you've implemented. Gather feedback from both your team and customers to gauge the effectiveness of the new service standards. Use this feedback to make continuous improvements, reinforcing a culture of excellence and collaboration within your team. Regular evaluation not only helps maintain high service standards but also demonstrates to your team that their input is valued and has a real impact on operations.

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7 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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Your team is at odds over service standards. How can you resolve conflicts effectively?

1

2

3

4

5

6

7

1 Identify Issues

2 Open Dialogue

3 Set Objectives

4 Develop Solutions

5 Implement Changes

6 Evaluate Results

7 Here’s what else to consider

Food & Beverage Operations

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Your team is at odds over service standards. How can you resolve conflicts effectively?

1

2

3

4

5

6

7

1 Identify Issues

2 Open Dialogue

3 Set Objectives

4 Develop Solutions

5 Implement Changes

6 Evaluate Results

7 Here’s what else to consider

Food & Beverage Operations

给文章评分

感谢您的反馈

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