A Culture of Listening, Empathy, and Empowerment: The Power of Business Bedside Manner

This newsletter is designed to be a resource and a tool for hospitality leaders with practical strategies that you can use today! You will find insights from leaders that run hotels, restaurants, food service operations, casinos, attractions, catering businesses, and even vendors. Those insights coupled with real world experiences create powerful opportunities for application and growth.

A Culture of Listening, Empathy, and Empowerment: The Power of Business Bedside Manner

Creating successful experiences for customers is at the core of the hospitality industry. However, as most industry leaders know, this success begins with a strong internal organizational culture. A critical element of this culture is the concept of a "Business Bedside Manner" which promotes a people-centric approach. As per a 2021 survey by the Harvard Business Review, organizations with a robust culture have a 200% increased chance of success. Let's dive into this concept, emphasizing the power of asking insightful questions, acting on feedback, and practicing empathy.

The Role of Empathy in Business Bedside Manner

Mandi Graziano, VP of Global Accounts for HPN Global and author of the book Sales Tales, introduces the concept of Business Bedside Manner as “all about practicing more empathy, being a better listener, asking better questions, and assuming nothing...". This practice of empathy and understanding forms the foundation of effective leadership.

Interestingly, the Center for Creative Leadership recently reported that empathetic leaders are viewed as better performers in their jobs, suggesting the universal applicability of empathy in all business environments. Moreover, according to Businessolver's 2020 State of Workplace Empathy study, 93% of employees are more likely to stay with an empathetic employer, highlighting the connection between empathy and employee retention. Hospitality leaders are trained at every turn to actively listen to guests, and act on that feedback. That concept is routinely lost when applied to their own teams. Leaders with a strong Business Bedside Manner listen and diagnose at every level with the goal of being intentional and effective in their response.

Active Listening and Inclusivity Drive Innovation

Aside from empathy, active listening and inclusivity are equally vital in promoting a strong internal culture. Michael Sanders, COO of the Minneapolis Institute of Art, reinforces this, sharing that “we're listening, and we're trying to get the best ideas from our staff and being more inclusive on this end.”

When employees feel heard and included, they are more likely to share innovative ideas. A 2020 report by Deloitte confirmed this, finding that inclusive teams are 17% more likely to report being high performing. Moreover, according to Salesforce's 2021 State of the Connected Customer report, 80% of customers believe the experience a company provides is as important as its products or services, underlining the value of diverse ideas for customer satisfaction.

Applying a Business Bedside Manner

Michael Sanders, as the COO of the Minneapolis Institute of Art, provides a shining example of Business Bedside Manner in action. Graziano's principle of empathy is evident in Sanders' management style; he ensures he understands his employees' perspectives and experiences, fostering an empathetic work environment. In his quest to be a better listener, Sanders is intentional about creating spaces where employees feel comfortable expressing their ideas.

His efforts to implement the principle of asking better questions are manifested in his approach to gathering staff input. He doesn’t just ask questions for formality’s sake but rather inquires about issues and ideas that directly impact the staff and the organization. Sanders' practice of inclusivity and active listening embodies Graziano's concept of assuming nothing. Rather than making assumptions, he draws insights directly from his team, promoting a culture of inclusivity. This approach not only enhances staff morale but also fosters a sense of ownership and collaboration within the organization. Sanders' application of Graziano's Business Bedside Manner solidifies the role of these principles in creating a thriving, people-centric culture in the hospitality industry.

Wrapping Up

The Business Bedside Manner concept emphasizes empathy, listening, and inclusivity, empowering teams, and valuing their feedback. A 2021 Gallup study revealed that teams who feel their opinions count at work are 3.6 times more likely to be fully engaged. Hence, leaders in the hospitality industry who cultivate such an environment foster greater motivation, innovation, and productivity. Ultimately, the application of these principles enhances customer experiences, driving success in the hospitality industry.

What Can You Do Today?

1. How actively are you listening to your leaders and team? Next time you host or participate in a meeting pay attention to whether or not you seem to have an answer prepared before you ask a question? If you already have an answer in your head, then stop, and listen to the responses. See if it changes your response.
2. Next time you attend a meeting, observe the leaders or team in the room. Who is practicing active listening, and what can you learn from them?

Let’s Use This During a Meeting or Standup?

1. Next time you have a new idea or concept that will impact your team, bring it up to them in standup. Solicit their feedback, and see where you can use it to improve the concept or initiative. Make sure you follow up and let them know how you incorporated their feedback.

AI Prompt of the Week

This week I utilized Notion.ai to create a job description in about a minute. Create a free account at Notion.ai. This awesome tool can be used for thousands of applications, but for this exercise we are just going to use the AI function. Create a new page, add a title, and then click on the open white space and press the space bar. This is what I typed:

Write a persuasive job description for a restaurant server at a fast casual restaurant. The position offers a flexible schedule. It also includes medical / dental / vision benefits. As well as paid time off.

You can endlessly customize the prompt and ask it to make modifications as needed, but the initial response returned the following:

Join Our Team as a Restaurant Server

Are you a customer service enthusiast who thrives in a fast-paced environment? We are looking for an experienced and friendly restaurant server to join our team at a fast casual restaurant. As a server, you will be the face of our establishment and will play a crucial role in ensuring that our customers have a memorable dining experience.

Why join our team?

• Flexible Schedules: We understand that life is unpredictable, so we offer flexible schedules that accommodate your needs.
• Great Earning Potential: In addition to a competitive hourly wage, our servers also receive tips.
• Benefits: We care about our employees' well-being, which is why we offer medical, dental, and vision benefits, as well as paid vacation time.
• Opportunities for Growth: We are committed to the growth and development of our employees and provide opportunities for advancement within the company.

Responsibilities:

As a member of our team, your responsibilities will include:

• Greeting and seating customers in a timely and professional manner
• Taking food and drink orders and relaying them to the kitchen
• Serving food and drinks to customers
• Ensuring that customers are satisfied with their dining experience
• Handling customer complaints or issues in a calm and professional manner
• Maintaining cleanliness of the dining area and workstations
• Following all health and safety regulations

Requirements:

To be considered for this position, you must have:

• Prior experience as a server in a fast-paced restaurant environment
• The ability to work a flexible schedule, including evenings and weekends
• Excellent communication and interpersonal skills
• The ability to work in a team environment
• The ability to stand and walk for extended periods of time

If you are passionate about providing excellent customer service and want to join a team that values its employees, please submit your resume and cover letter for consideration.

What's Next?

Learn more about creating a Business Bedside Manner, or about creating buy-in with Mandi Graziano and Michael Sanders :

Learn More or?Be a Guest?