Do GM’s have a parental role?
In a word – Yes.
Adults are really just grown-up children. We might not throw ourselves on the floor anymore, but we still have our versions of tantrums. Most of us keep them inside; a few make their displeasure known. Either way, angst and tears rarely help anyone.
Remember Super Nanny? The meltdowns were almost always for the same reasons:
📍Parents hadn’t set clear expectations
📍They hadn’t modelled the behaviour they wanted
📍They hadn’t set boundaries or hadn’t followed through
📍Praise was often missing too.
The same applies to the leadership of grown-ups.
Insights for General Managers to consider to get the best our of their team
People are most vulnerable under leadership that lacks responsibility. None of us can consistently offer inspiration, warmth, kindness and a sense of security every single day – but as leaders, we must be self-aware enough to recognise just how vital these qualities are.
When teams fail to achieve what we want, the first place we should look is in the mirror.
❓Did we set clear expectations?
❓Did we reward and praise?
❓Did we support them in their growth?
If a GM cannot grasp that they are responsible for their team’s wellbeing and success, perhaps they don’t deserve the privilege of the role.
If you need help with your teams in understanding behaviours, I am happy to visit and share insights, get in touch.
Janet.
And Finally – Sally says, Mystery Shopper Insights
When you give a ‘yes’ or a ‘no’ answer you need to explain, objectively, why.
Question – ‘Were you offered dessert?’
Answer – ‘No’
Unhelpful Feedback – ‘I was not offered dessert.’
Reiterating the answer does not tell us whether you had asked for it ahead of them having the opportunity to offer it to you, or they just forgot to offer it you. If you had asked them before they had the opportunityto offer it to you, it would be unfair to mark them down.
Insightful feedback – ‘No-one offered dessert after they took our mains. I waited 10 mins to see if they would offer but our server went away. I then went to the bar to ask for the dessert menu.’
Full details about your experience builds a better picture of the circumstances which can then be used for development and improvement.
For more useful tips from Sally, click here.
I hope this has been useful insight,
Janet, Sally and The Silent Customer Team
