There are so many times I can look back and wish I could have done something different in a given situation. The key to making those occurrences as intermittent as possible is to know how to act in each situation. I know this seems like you should have some mind reading talent or be a mystical wizard to figure this out. However, the closest thing to this would be a great training program that helps people deal with those disheartening issues. Through strong policy development, reinforcement, and accountability you can assure that you head off the majority of issues you will encounter before they ever happen. All of those worries about bad reviews on social media can be virtually eliminated with good preparation.
Effective Policy Development

Being with many organizations in most forms of the Service Industry, I have been through very strong orientations and some that weren't so effective. Many of the issues in dealing with potential opportunities can be knocked off in a thorough and effective orientation. That first impression for an employee can also plant key tidbits into their mind that will give them tools to deal with important issues. I will talk about essential tools that go into the employee's mental toolbox often. It's a concept that is critical to affect great experiences.
Reinforcement
Hold Them Accountable
All of the best training can go by the wayside if you aren't willing to hold your staff accountable. I have worked with companies and institutions that have some of the best training offered, but because they are afraid to hold someone's feet to the fire, it is rendered pointless. In some cases, lack of accountability could be a matter of life or death. Administering the wrong medication or mixing the wrong chemicals can kill someone. If techniques aren't performed adequately it can cost a company production time. Not adhering to a diet request could put someone in the hospital. If people don't know consequences could hang in the balance, people could become complacent and it could be potentially harmful to a staff member or a customer.
You don't have to be a jerk; it's always better if you are being nice in these situations you are being nice. You can't fault professionalism. Sometimes letting someone go puts them in a better mind frame and is a doorway to a better opportunity for them.
Train for Success
I am interested in your feedback. I don't have all the answers, and I rely on the minds of great people to feed me morsels that will help me to be a better trainer. Feel free to drop a comment below, or an email if you'd like to discuss consulting or a more personal question that you don't want to place out in the public eye.
Thanks for taking the time to check this out. I will try to write weekly and keep current information up for you to utilize.
- Cheers