1. Mind your manners
Just knowing someone’s name means a lot, said Ricketts. That’s one of the ways the management staff lets all members of the Cubs organization know they are important. During the World Series, the team flew out the support staff and announced each of them like players on the field to recognize their hard work.
Part of the culture at The Broadmoor, the landmark hotel in Colorado Springs, Colo., is greeting every guest and employee by name. The policy is baked into the resort’s service standards and training. “It helps bring a sense of place,” Senior Training Manager Danielle Dally said. “Employees think, ‘They care about me as an individual.’ That’s something guests notice.”
Managers are trained to offer detailed and specific thanks to employees at Seattle-based Ivar’s Restaurants, said Patrick Yearout, director of recruiting and training. The chain also hands out thank-you notes to give staff something tangible that they can share with their loved ones.