These are trying times for restaurants and retailers. You’re dealing with supply chain issues and a labor shortage. Frustration is running high among customers, who too often are lashing out at retail and restaurant workers.
The “Great Resignation” has impacted all businesses, but employees in the leisure and hospitality industry are quitting their jobs at rates double the national average. Workers are looking for better pay and new career paths. Employees also expressed the need for employers to give better training and benefits to attract and retain workers.
Another main trigger for departure is the overall treatment of this workforce. Service staff often feel the brunt of customer frustrations due to longer lead times or shortages. If your business experiences enough ugly customer incidents, your staffing issues are only going to get worse. You need a plan to deal with customer frustrations based on three important components:
- Set proper expectations with customer through transparent communications
- Properly train staff to handle difficult customers
- Focus on staff retention by making employees feel valued and needed