A friend of mine told me about a recent dining experience she suffered through. Her words, not mine. “We were excited, out to an upscale restaurant new to us and celebrating our 25th wedding anniversary. Of course we mentioned that fact to the perky young lady that came to us, announcing her name was Brianna and she would be our server tonight. As she handed us each a menu she told us she was a college student, working to help pay her way and dashed off. No congratulations or pleasantry came from her mouth.
The menu was large. When she returned we weren’t ready to order but did ask for glasses of wine and also water. She dashed off again and soon returned taking our order and giving us water. She got busy and just dropped our salads off on her way to another table to take their order. We wanted our wine to whet our appetite. We tried to catch her attention as she buzzed around the room.
Our food arrived hot and steamy and very good. She never did ask us if we enjoyed our meal or if we wanted dessert because she was too busy telling us about how tired she was after tending classes all day. We reminded her that we never did get our wine. Oh, I’ll take if off the check, she said in a nonchalant way as she scratched the amount from the check.”
My friend did the owners a favor. The following day after her anger and disappointment faded, she wrote him a note about their experience. In her note she asked him, “Do you ever watch and listen to your serving staff? Do you know they represent you even before your wonderful food arrived?”
They received an apology and a complimentary dinner. Of course the special moment could not be replaced. Maybe one day they would laugh about it but not for a long time. They accepted his graciousness but when they returned they asked for the best wait person in the restaurant to serve them.
Your dining room is your residents’ restaurant. Good service can smooth over a bad meal but poor service only ruins good food. Kind Dining® trains wait staff to be the best.
Our B♥ Kind® Tip: Remember how much time residents anticipate mealtimes and how important dining is to them.
Every generation seems to complain about the younger generation in the way they dress, in their awful language, and especially in their lack of the good manners taught to the earlier generations. It’s true! There is a new trend begun in the last few years that shows people are leaving high-income and high-stress positions in big cities to return to their home towns or at least to smaller cities to jobs with appreciation of the employee. They cite many reasons for leaving; one of the reasons is incivility in the workplace. They refuse to be insulted, treated like they are worthless and lacking respect any longer. Their complaints are about their superiors and their co-workers!
Where do they go? To one of the many Start-Up Companies offering and supporting new entrepreneurs an inexpensive, easier way to go into their own businesses. There are niches in the marketplace to fill. Some are able to work from home creating a business out of their former hobbies. Others are willing to work for less money in a position they look forward to going to work each day. These decisions are not made lightly. A person does not leave a fulfilling position unless the atmosphere becomes intolerable. Incivility will do that.
Looking at incivility from the company view point, shows less work production. Employees unhappy with jobs that they spend at least a third of their life doing, do not enhance the company. Misery in the workplace is like a disease that spreads infecting other employees. A company cannot survive long term under those conditions. The good news shows that training by Kind Dining® for every person in all levels working for your community can avoid the problems that rise from incivility.
Since serving teams and all employees are encouraged to create relationships with residents, it’s also important that they create respectful relationships with their coworkers. This builds a bonding where one helps another coworker when needed. This is more important than ever in the dining room. Kindness and respect for coworkers overflows onto the residents who also benefit from it.
Our B♥ Kind® Tip: Remember, you are crucial to your community’s success and so are your co-workers.
It’s usually easier to train new people to the community than to update new training to those who have been doing their job their way for a length of time. That’s where Kind Dining® comes in. With skill, experience, and the new rules and regulations at hand, we will show your serving staff training and how it benefits them to increase their knowledge about their job that they haven’t needed before.
You can bring out the best in your serving staff, including your caregivers, by showing your own passion and appreciation when you see the residents’ positive responses to this improved personal care. When your residents spend 60% of their day looking forward to a social mealtime, they include thoughts of camaraderie from the staff as well as other residents. Everyone will bask in the glow of success when they see the change good training has wrought.
Your serving staff will notice the changes that increase the happiness and satisfaction of the residents, when they feel a bit more gratitude from the new training they receive. They will know immediately that it is well worth pouring an extra cup of hot coffee as their caregiver. This small act performed with a smile and a pleasant comment brings warmth to the table and shows hospitality at its best.
When teamwork results from the new training sessions, you can encourage your serving staff to take ownership of their positions, share ideas on making small improvements that make a difference to the residents. Let them become leaders in the dining room, proud of their accomplishments. Make every effort to bring their suggestions into being as soon as possible to let them know you are listening. Praise, support, and reward their encompassing changing roles that are changing the dining room environment.
Our B♥ Kind® Tip: You have the power to make a big difference in resident satisfaction!