So why did he do it? Would you do it?

Yesterday, I ordered coffee and cashier wrote the type of milk and coffee on the cup like they USUALLY do.

But yesterday, I was ALL ALONE in the café and the man taking the order was THE ONE making it as well.

So, why did he do it?

The answer is – systems.

Some would argue it was UNNECESSARY, but those don’t know how difficult the implementation of systems is and how important they are, especially long term and when we calculate human factor.

Everyone NEEDS systems. Literally everyone.

You, me, that big hotel, that small guesthouse, YOUR GRANDMOTHER.

(I’m not even kidding. We all have them, we just don’t call them systems.)

Systems are protocols or practices for tasks and processes we REPEAT many times. They are created and implemented ONCE and used many MANY times later.

Systems ensure work related and BRAND RELATED KNOWLEDGE (your hotel’s KNOW-HOW) is built and remains IN THE HOUSE instead of being DEPENDENT on specific employees.

It’s IMPOSSIBLE to control quality, assess inputs and outputs and scale without systems.

Believing everything has to do with employing the right people who know what to do is you washing your hands from taking ownership of your own business.

You have the highest stakes, so take that responsibility of making everyone’s job easier by IMPLEMENTING SYSTEMS.

Systems influence guest experience significantly.

They guarantee CONSISTENCY which builds guest’s TRUST.

They ensure meeting STANDARDS and EXPECTATIONS which make guests feel TAKEN CARE OF.

Even when there is only one guest and one employee.

How you do anything, is how you do everything.

Especially when no one is watching.

Teach that to your team.

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