A new team member resists following service protocols. How will you ensure they align with your standards?

1 Understanding Resistance

Understanding why a new team member might resist following service protocols is the first step in resolving the issue. It's possible they're not fully aware of the importance of these standards or how they contribute to the overall customer experience. Take the time to have a candid conversation, allowing them to express their concerns or misunderstandings. This dialogue can reveal if the resistance is due to a lack of knowledge, disagreement with the methods, or simply an adjustment period to the new environment.

2 Communication Clarity

Clear communication is vital when it comes to service protocols. You should articulate the expectations and the rationale behind each protocol. Explain how each standard contributes to efficiency, safety, and customer satisfaction. By understanding the 'why' behind the 'what', a team member is more likely to see the value in following the established procedures. Ensure that this communication is a two-way street, where feedback is encouraged and addressed.

3 Training Reinforcement

Effective training is the cornerstone of protocol adherence. Reinforce training for the new team member with hands-on demonstrations and shadowing opportunities. This approach allows them to see the protocols in action and understand their practical application. Regular training sessions can also help to instill the importance of these standards and ensure that they are fresh in everyone's mind, not just for the new recruit but for the entire team.

4 Consistency is Key

Consistency in enforcing protocols is crucial. All team members, regardless of tenure, should adhere to the same standards. This uniformity prevents confusion and ensures that no one feels singled out. If a new team member sees that everyone, including management, follows the same rules, they are more likely to respect and follow these standards themselves. It's important to lead by example and demonstrate the behaviors you expect from your team.

5 Constructive Feedback

When a new team member deviates from service protocols, provide immediate and constructive feedback. Address the behavior, not the person, and be specific about what actions did not align with the standards. Offer guidance on how to correct it and why it matters. This approach not only helps in rectifying mistakes but also reinforces the learning process and the importance of following protocols.

6 Progressive Discipline

If resistance to service protocols persists, you may need to implement a progressive discipline system. This could start with verbal warnings and escalate to written notices or further disciplinary action if necessary. It's important that the team member understands the consequences of not adhering to protocols and that these measures are in place to maintain a high standard of service that benefits everyone, including themselves.

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?