Relentless Repeatability
Do you ever feel like you are always repeating the same things over and over again to your employees?
This can often be the cause of much frustration and quite draining to employers and manager. But there is good news, YOU are on the right track.
Remember when you were a kid at school learning your times tables? How did you learn them…2×2=4, 2×3=6…and you would repeat them over and over again relentlessly until one day all of a sudden, they became second nature to you.
This style of learning is no different from the way many people in your business learn both simple and complex tasks. We have all heard the term practice makes perfect, well grab hold of it and repeat, repeat, repeat, relentlessly.
Now in this new age of employment the last thing your employees will want is you nagging them over and over again. So we need to convert this idea of relentless repeatability into a scalable systematized approach. The simplest and most effective way to do this is build checklists.
At the start of your next day hand outlined pieces of paper to each employee have them write their name at the top and the date, then add three columns, TASK, DESCRIPTION, TIME. Next ask them to write down every activity they perform today pre and post your service period. Then at the end of the day compile their information and turn them into checklists.
To gain maximum impact, chances are you will need to remind them a few times and help to coach them into writing tasks down. Remember to catch them doing it correctly and praise them for their efforts. This is especially important as this is not part of their normal daily activities.
When you are engaging your team to write the checklists and then to use them every day, it is important to have them own the checklists through their involvement, rather than just having them handed down by management. Their involvement in the development turns them into a form of agreement. Now they may not get them perfect the first or even second time, rather than pointing out all the items they missed. Print off the check list and use it the next day. Then at the end of the shift ask them, “What were the other tasks you completed today?” This will help to prompt them to add additional items.
I have found checklists to be invaluable assets to my businesses over the years. In the early days as a proprietor, I thought I was smart enough to know how to do everything and I would race around micro managing my team. Then I learnt that novices don’t use checklists it is only professionals use checklists.
Take an airline pilot for example, before takeoff they have a long preflight safety checklist that needs to be completed before they take off from the ground with their precious cargo of passengers. They do this because they know, that if the preflight safety checklist is 100% complete and every item is passes then that is the best prediction of arriving at their destination safely.
When I heard this example of an airline pilot explained to me, it sounded very similar to running a venue successfully to me. At the start of each day we have our precious cargo “our customers”, join us for a “journey” their dining experience. Critical to our success is that they arrive at the end of their experience incident free and able to depart as raving fans. To do this, it takes a lot of timely execution of hundreds of tasks from frontline and support crew, just like on an airline. When each member of the crew has a checklist that that successfully complete on time every time with relentless repeatability, you can predict that it is going to be a great service period.
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