"If service standards are not carefully identified and documented for future reference, the standards may not be known and followed by all. If that happens, the result can be the misuse of employee time, a waste of resources, and decreased profits." (276)
We want to show the employees of The Heart that we can truly give everyone a great experience when they walk into our doors, leaving feeling better even before they came in. "Managers can use their operation’s mission statement, a written reminder to employees about the purpose and goals of a company, to develop their service standard expectations. Managers also consider their own expectations." (276)
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