Our Perception of the Job We Do

I always tell my team that perception is reality.  If a guest has a great experience or a bad experience, that is their perception, and that is their reality.  I also tell my team members that my perception of the job I do is the least important perception there is.  If I think I’m really good at my job, but my team doesn’t, I’m not that good. 

If I think I’m really good, but the guest doesn’t have a good experience in one of my establishments, I’m not that good.

So it is with my teammates, as well. Their perception of the job they do is the least important perception there is.  If they think they’re really good, but their team members don’t, they’re not.  If they think they’re really good, and the guest doesn’t have a

good experience, they’re not that good.  If they think they’re really good, and the business isn’t performing or making money, then they’re not that good.

Your perception of the job you do is the least important perception there is.  Everybody else’s perception of your work is more important. Think about that the next time you are facing one of your guests, and you pick up on body language such as a scowl or a shrug, or not paying attention to you.  You can tell pretty quickly that their perception of the job you do is not great.

The great thing about perception is that you can change it.  Make the guests feel warm, welcome, engaged.  As I’ve always said, the guest isn’t always right, but the guest must be satisfied and walk out happy.

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