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Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
Performance reviews have their place, but let’s be honest - they aren’t the magic wand for building an engaged, high-performing team. Sure, they provide structure, benchmarks, and a chance to evaluate progress, but if you’re only talking to your team about their performance once or twice a year, you’re missing the mark.
Here’s the truth: performance reviews are a *piece* of the puzzle. What really keeps your team motivated and thriving are consistent, meaningful check-ins throughout the year. These check-ins aren’t just for their benefit—they’re for yours, too. Let’s break it down.
The limits of performance reviews
Performance reviews often feel formal and infrequent, and while they’re great for setting long-term goals, they’re not designed to address day-to-day challenges or celebrate small wins.
Think of it this way: if you’re steering a ship and you only check the compass every six months, how confident are you that you’re still on course? It’s the same with your team. Regular check-ins are your way of ensuring everyone’s aligned and navigating challenges in real time.
The power of regular check-ins
Check-ins are like mini-interviews you conduct while your team is actively engaged in their roles. They give you a pulse on what’s happening “right now”. Unlike the structured performance review, these conversations are casual, approachable, and often more honest.
Ask questions like:
What’s going well for you this week?
Are there any roadblocks you need help with?
Is there something new you’d like to try or learn?
These conversations show that you’re not just checking up on them but actively partnering with them in their success.
Why they’re a game changer
1. Immediate problem-solving - Instead of waiting months to address issues, regular check-ins allow you to tackle them as they arise.
2. Stronger relationships - These consistent touchpoints build trust and strengthen your connection with your team. When people feel valued, they’re more likely to give their best.
3. Clearer communication - Frequent conversations keep everyone aligned on priorities and goals, reducing confusion and missed opportunities.
4. Momentum and Motivation - Celebrating small wins during check-ins keeps your team motivated and reminds them that their efforts matter.
The balance between reviews and check-ins
Performance reviews and regular check-ins go hand in hand. Think of the reviews as the big picture and the check-ins as the details that make the big picture work. The reviews give you an opportunity to look back and plan ahead, while the check-ins keep the journey smooth and on track.
It’s not about adding more to your plate - it’s about being intentional with the time you already spend with your team. A quick five-minute check-in during a coffee break or a brief chat at the end of a shift can have a massive impact.
Why this matters
In industries like hospitality, where people are the backbone of your business, these consistent conversations can be the difference between a good team, a great one and even a spectacular one! They create an environment where feedback is part of the culture, not a once-a-year event, and where employees feel supported every step of the way.
When you prioritize regular check-ins alongside performance reviews, you’re setting your team and your business up for long-term success. It’s a win-win: your team feels seen and heard, and you stay ahead of challenges and opportunities before they pass you by.
After all, isn’t it better to talk to your team while they’re still with you than to find out how they felt when they’ve already decided to leave?
Stephanie Miller is the founder of SMillerVision, helping service industry professionals elevate their businesses through empowered teams and exceptional guest experiences. Check-In, Performance Review and other resources can be found at smillervision.com
Keeping your Team Motivated During the Quiet Winter Months 12/10/24
Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
As the winter months settle in and business quiet down, it’s an incredible opportunity to reinvest in your team. When the pace is slower, you can focus on boosting morale, fostering growth, and creating a stronger foundation for when things ramp up again.
Here are a few creative ways to keep your team engaged:
Skill-building workshops
Quieter months are the perfect time to sharpen skills and build new ones. Hosting workshops can energize your team and provide them with tools to deliver even better service.
Imagine offering a mixology masterclass for your bartenders, customer experience mastery focusing on creating memorable customer interactions, a workshop in personal and professional growth such as time management, stress reduction or communications skills giving employees tools that they can use both at work and in their personal lives.
These sessions don’t have to be expensive - local experts, in-house talent, or online resources can all work wonders. Even better, providing certifications for completed workshops can give your team something tangible to show for their efforts while setting your business apart with elevated expertise.
Cross-training opportunities
There’s no better way to foster team engagement than by letting your team switch things up. Cross-training allows employees to learn new roles, giving them a fresh perspective and making your workforce more adaptable.
Servers can shadow bartenders, bartenders can try their hand at food prep, and your front of house team might explore purchasing or receiving. This not only keeps employees engaged it also prepares your team to handle unexpected situations during busier times and creates a sense of understanding amongst teams who rely on each other.
As a bonus, recognizing those who complete cross-training with small perks shows your appreciation for their efforts.
Community service projects
Sometimes, the best way to inspire motivation is by shifting focus outward. Organizing a team volunteering day or community project connects your business with the local area while building camaraderie among your staff.
Whether it’s helping at a food bank, participating in a charity event, or hosting a fundraiser within your venue, these initiatives foster pride and a sense of purpose. Your team gets the reward of giving back, and your business strengthens its ties to the community.
Share photos and stories from these projects on social media to highlight your team’s incredible work and inspire others to join in.
Feedback forums
One of the most overlooked yet impactful ways to motivate your team is by simply listening to them. A quieter season gives you the chance to sit down with your staff and hear their thoughts.
Host feedback forums - casual meetings where team members can voice concerns, share ideas, and brainstorm for the upcoming season. Create a relaxed, inviting environment with snacks, coffee, and an open floor for discussion.
When employees see their suggestions being acted upon, it builds trust and reinforces that their voices matter. And who knows? You might uncover the next big idea for your business.
The winter months don’t have to feel cold - they can be a time of connection, growth, and renewal for your team. By investing in skill-building, encouraging cross-training, giving back to the community, and fostering open communication, you’ll not only keep your staff motivated but also set the stage for a successful busy season ahead.
Use this season to remind your teams that they’re not just employees - they’re the heart of everything you do. And when the crowds return, your team will be stronger, more skilled, and ready to shine.
Until next week, take a moment to pause, sip your coffee, and remember - small steps lead to big changes. Have questions or ideas you’d like me to cover? Drop a line, stephanie@smillervision.com
Why Business Excellence Awards Matter to our Community 12/03/24
Why Performance Reviews aren’t Enough (and what to do instead) 12/17/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
Welcome to Coffee Talk, your weekly dose of inspiration, practical tips, and fresh ideas for thriving in the fast-paced service industry world. Whether you’re running a bustling boutique or café, managing a hotel or a hardware store, leading a team of dedicated professionals or climbing the ranks, this column is here to spark conversations that move the needle for your business.
Today, we’re diving into a topic that’s on everyone’s mind as the year winds down: how to tackle the unique challenges of the season and set yourself up for a successful 2025.
How service industry professionals can start 2025 strong
The holiday season is a time of joy and togetherness for many, but for those in the service industry, it often brings something else: chaos. The rush of customers, long hours, and high expectations can push even the most seasoned professionals to their limits.
As 2024 comes to a close, many service industry businesses find themselves facing critical challenges: staff burnout, budget strain, and the daunting task of planning for the new year. With so much on their plates, it's no wonder many leaders feel overwhelmed and underprepared.
But the end of the year doesn't have to mean the end of your energy or optimism. The key to a successful 2025 lies in preparation, strategy, and a renewed focus on what matters most: your people, your processes, and your customers/guests.
The big three challenges
1. Staff burnout
The post-pandemic hospitality and service industry world is still grappling with staffing shortages, leaving existing team members stretched thin. This can lead to turnover, decreased morale, and a dip in customer experience.
2. Cash flow crunch
Between holiday get togethers, bonuses, seasonal staffing, and fluctuating sales, many businesses struggle to balance their budgets. The rising cost of goods and services has only added to the pressure.
3. Planning paralysis
The daily demands of running a service business can leave little time for strategic planning. Many leaders enter January without a clear direction, leaving them playing catch-up well into the new year.
Turning challenges into opportunities
The good news? These challenges aren’t insurmountable. With the right tools and mindset, service industry professionals can transform these obstacles into opportunities for growth and success.
Staff retention strategies: Invest in training and development to show your team they’re valued. Empower them with tools to manage stress and create a supportive workplace culture.
Focused planning: Take time to review the highs and lows of 2024. What worked? What didn’t? A clear Q1 plan can set the tone for the entire year.
Customer experience: Small improvements can make a big impact. Focus on creating memorable micro-moments for your guests that keep them coming back.
How support can make the difference
For many business owners, the hardest part is knowing where to start. That’s where guidance and mentorship can come in. Having a fresh perspective from someone who understands the industry can be a game-changer.
One resource available to South Shore businesses is SMillerVision, a hospitality mentorship and business strategy service founded by Stephanie Miller Vincent. With over 30 years of experience, Stephanie specializes in helping businesses streamline operations, energize their teams, and boost profitability.
From one-on-one mentorship to quarterly reset sessions, services like these offer practical solutions to real problems - allowing business owners to focus on what they do best.
A fresh start for 2025
As the holiday dust settles, the slower months of January and February offer the perfect opportunity to reflect, recharge, and reset. With the right support and strategies, service industry professionals can turn 2025 into a year of growth, innovation, and success.
It’s not just about surviving the challenges of the moment - it’s about thriving in the opportunities of the future.
Next week in Coffee Talk, we’ll explore creative ways to keep your team motivated during the quieter winter months. Until then, take a moment to pause, sip your coffee, and remember - small steps lead to big changes.
Got questions or ideas you’d like us to cover? Drop a line! (This column is written by Stephanie Miller, founder of SMillerVision. Learn more at www.smillervision.com.
The Peak-End rule: Crafting Memorable Moments that keep Guests Coming Back. 11/19/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
The Peak-End rule: Crafting Memorable Moments that keep Guests Coming Back. 11/19/24
Creating experiences that guests remember - and return for - is simpler than we might think. The Peak-End rule reveals that people recall the most intense moment (the "peak") and the final interaction (the "end") over the entire experience. For those of us in hospitality, this is a game-changer: if we focus on crafting one standout high point and a thoughtful farewell, our guests are far more likely to remember the experience positively.
Understanding the Peak-End rule
Take a two-hour dining experience. While every detail plays a role, what stands out most in guests' memories is the high point and how they felt as they left. This concept applies across industries, from retail to travel. Consistency is essential, but focusing on key touch points can transform a good experience into a memorable one.
Creating peaks: The high points
Peaks are memorable moments that make guests feel uniquely appreciated. A server, for instance, might offer a surprise taste of a new or untried menu choice or engage the guest with a sincere compliment. In retail, an associate could suggest accessories that match a customer's unique style. These gestures are often small but meaningful - they demonstrate attentiveness and care, which makes a lasting impact.
The end: Leaving a lasting impression
Equally important is the end of the experience. The final moments often linger in guests’ minds, so a warm farewell matters. Think of a handwritten thank-you note, a small treat, or assistance with loading bags into a car. It’s the extra layer of thoughtfulness that leaves guests feeling valued and makes them more likely to return.
Applying the Peak-End rule across industries
Restaurants: A surprise dessert as a peak, and a warm thank-you at the door.
Retail Stores: Personalized style tips at the peak, and a friendly farewell at checkout.
Grocery Stores: Sampling seasonal items as a peak, and bagging help as the end.
Hotels: A complimentary dessert mid-stay, and a handwritten note upon checkout.
Why it matters: Building loyalty through lasting impressions
The Peak-End rule goes beyond psychology; it’s a strategy for repeat business. When we elevate these two moments, guests walk away with positive memories. They may not remember every detail, but they’ll remember feeling noticed and appreciated. At SMillerVision, I help businesses weave this approach into their service, turning moments of care into loyalty.
The Peak-End rule for employees
This rule applies just as much to team members. Acknowledging their hard work and ending each shift with gratitude builds a culture of respect. When employees feel valued, they’re more likely to pass that care onto guests, creating a ripple effect of positive, memorable experiences.
Designing experiences that last
Ultimately, the Peak-End rule is about creating emotional impact. Whether it’s in dining, retail, or hospitality, memorable peaks and endings help us stand out. At SMillerVision, I guide teams in bringing these ideas to life, helping them transform service into an experience guests remember and return for. Because while people may forget details, they rarely forget how we made them feel.
Today, we’re diving into a topic that’s on everyone’s mind as the year winds down: how to tackle the unique challenges of the season and set yourself up for a successful 2025.
How service industry professionals can start 2025 strong
The holiday season is a time of joy and togetherness for many, but for those in the service industry, it often brings something else: chaos. The rush of customers, long hours, and high expectations can push even the most seasoned professionals to their limits.
As 2024 comes to a close, many service industry businesses find themselves facing critical challenges: staff burnout, budget strain, and the daunting task of planning for the new year. With so much on their plates, it's no wonder many leaders feel overwhelmed and underprepared.
But the end of the year doesn't have to mean the end of your energy or optimism. The key to a successful 2025 lies in preparation, strategy, and a renewed focus on what matters most: your people, your processes, and your customers/guests.
The big three challenges
1. Staff burnout
The post-pandemic hospitality and service industry world is still grappling with staffing shortages, leaving existing team members stretched thin. This can lead to turnover, decreased morale, and a dip in customer experience.
2. Cash flow crunch
Between holiday get togethers, bonuses, seasonal staffing, and fluctuating sales, many businesses struggle to balance their budgets. The rising cost of goods and services has only added to the pressure.
3. Planning paralysis
The daily demands of running a service business can leave little time for strategic planning. Many leaders enter January without a clear direction, leaving them playing catch-up well into the new year.
Turning challenges into opportunities
The good news? These challenges aren’t insurmountable. With the right tools and mindset, service industry professionals can transform these obstacles into opportunities for growth and success.
Staff retention strategies: Invest in training and development to show your team they’re valued. Empower them with tools to manage stress and create a supportive workplace culture.
Focused planning: Take time to review the highs and lows of 2024. What worked? What didn’t? A clear Q1 plan can set the tone for the entire year.
Customer experience: Small improvements can make a big impact. Focus on creating memorable micro-moments for your guests that keep them coming back.
How support can make the difference
For many business owners, the hardest part is knowing where to start. That’s where guidance and mentorship can come in. Having a fresh perspective from someone who understands the industry can be a game-changer.
One resource available to South Shore businesses is SMillerVision, a hospitality mentorship and business strategy service founded by Stephanie Miller Vincent. With over 30 years of experience, Stephanie specializes in helping businesses streamline operations, energize their teams, and boost profitability.
From one-on-one mentorship to quarterly reset sessions, services like these offer practical solutions to real problems - allowing business owners to focus on what they do best.
A fresh start for 2025
As the holiday dust settles, the slower months of January and February offer the perfect opportunity to reflect, recharge, and reset. With the right support and strategies, service industry professionals can turn 2025 into a year of growth, innovation, and success.
It’s not just about surviving the challenges of the moment - it’s about thriving in the opportunities of the future.
Next week in Coffee Talk, we’ll explore creative ways to keep your team motivated during the quieter winter months. Until then, take a moment to pause, sip your coffee, and remember - small steps lead to big changes.
Got questions or ideas you’d like us to cover? Drop a line! (This column is written by Stephanie Miller, founder of SMillerVision.
Why Social Proof Matters More Than Ever for Your Business. 11/12/24
How to Tackle the Unique Challenges of the Season and Set Yourself up for Success 11/26/24
The Peak-End rule: Crafting Memorable Moments that keep Guests Coming Back. 11/19/24
In today’s world, one of the most powerful influences on a potential customer isn’t necessarily the quality of your product or service - it’s what others say about it. This concept is known as social proof, and it’s the reason why people feel confident trying a new restaurant after seeing it buzzing with diners or why a business with glowing reviews often attracts new customers effortlessly.
For business owners and managers here on the South Shore, leveraging social proof can be one of the most cost-effective ways to build trust, attract new customers, and reinforce loyalty among regulars. People naturally trust what others have already endorsed, and by highlighting positive guest experiences, you can make your business stand out without relying solely on advertising.
How social proof works
Social proof taps into our inherent social nature - people are more likely to trust a business that others already approve of. From a crowded café that gives off a sense of quality through demand, to a boutique with photos of happy customers in their latest outfits, social proof assures potential customers that they’re making a safe choice. And the beauty of it? Many of these interactions already exist; it’s about finding ways to highlight them.
Making social proof work for your business
Here are a few ways local businesses can incorporate social proof into their daily operations:
1. Encourage reviews and testimonials
Don’t hesitate to ask happy customers to leave a review. A simple request at the end of a positive interaction can go a long way. Place small, tasteful prompts near your counter or on receipts to gently remind customers to share their thoughts on platforms like Google, Facebook, or Yelp. Remember, a good review not only boosts your business but also serves as a recommendation to anyone who reads it.
2. Showcase guest experiences
If your customers are snapping photos of your product or venue, share these on social media or even in-store displays. Consider creating a “Wall of Fame” or a small gallery to show real customer moments. This not only makes your customers feel appreciated but also reinforces the fact that others enjoy your service, making new visitors feel more confident in choosing you.
3. Leverage social media
Social media offers an ideal platform for amplifying social proof. Encourage your customers to tag your business and use a branded hashtag. Reposting their photos and experiences adds authenticity to your brand, showing potential customers that real people love what you offer.
Social proof is a powerful yet often underused tool. By making positive experiences visible, you’re not just telling people why your business is worth visiting - you’re showing them through the voices of satisfied customers. So, as you go about your day, consider each interaction as an opportunity to build social proof. Encourage reviews, showcase your regulars, and create a space where guests feel seen and valued.
On the South Shore, we value relationships and community. Social proof allows you to leverage those connections in an authentic way, building trust and loyalty one guest at a time. The more you make others’ enjoyment of your service visible, the more you’ll see new faces walking through your door, ready to experience what others already love.
If you’re ready to put social proof into action, I’ve created a Hospitality Boost Toolkit. Inside, you’ll find easy-to-use templates and guides to help you gather and showcase guest feedback, build loyalty, and strengthen your brand reputation. Join us and get the tools you need to make a lasting impact - sign up at SMillerVision.com.
The Little Things that Matter Most
The Little Things that Matter Most
The Little Things that Matter Most
Why micro-moments can transform your workplace
Many of us say “It’s the little things that count” when we’re talking about relationships or when someone picks up our favourite coffee on the way to work. Have you ever thought about how this applies to your business - especially when it comes to how you treat your team?
More than 30 years in the hospitality industry has taught me that small, intentional actions - I call them “Micro-Moments” - are a key to success. I don’t just mean success with your guests or your customers. Yes, making a guest feel welcome is important, but what about the people you work with? Your employees, your team members, your internal guests. Are you creating Micro-Moments that make them feel valued and appreciated?
What if we thought of the team the same way we think of customers. Happy employees are the ones who will go the extra mile, share great ideas, stay for the long term and be your biggest advocates! Whether you’re running a small business or managing a large team, the principles are the same. Small, thoughtful actions have big impacts.
What are Micro-Moments?
Micro-Moments are quick, everyday interactions that might seem minor, yet make you feel seen and valued. It could be as simple as stopping by someone’s desk, sending a quick text or even just asking someone how their weekend went - and actually listening to the answer.
We’re all pressed for time and constantly juggling a million things and these little moments can get lost. Yet they're where the magic is. Micro-Moments don’t take long, they don’t cost anything. They have the power to transform how your team feels about their job, their co-workers, and the company.
Why they matter for your business
You might be thinking, “Hmm, that’s all well and good for hospitality, but I run a construction company (or a tech firm, or a retail shop, etc.). Do Micro-Moments apply to me?”
They do!
Think about it this way: If your employees feel valued, they’re more likely to continue working with and for you, contributing to a positive work environment, and being productive. We’ve heard the stats about employee engagement being directly tied to business success. When people feel seen and appreciated, they’re more engaged. Engaged employees, they’re the ones driving your business forward.
On the other hand, when people feel like just another cog in the wheel - overworked, overlooked, and underappreciated - they check out. Maybe not right away, but slowly over time. Eventually, they leave. Even worse, they stay, but disengage.
Retention is important for businesses of any size, and Micro-Moments are one way to create a workplace that makes you the employer of choice.
How to create Micro-Moments in your workplace
I’m not suggesting you overhaul your whole management style or start buying everyone gifts. Small actions make a big difference.
Be Intentional: Pay attention to the small things. Did someone on your team stay late? Did someone quietly help a co-worker who was struggling? Acknowledge it! A quick thank you or a handwritten note can go a long way.
Make It Personal: Generic praise is fine, but if you really want to create impact, be specific. Instead of saying, “Good job,” try something like, “I really appreciate how you handled that tough client today. You kept your cool and turned the situation around. That made a huge difference.”
Consistency Is Key: One-off compliments are nice, but the real magic happens when you make Micro-Moments a regular thing. The more consistent you are in recognizing and appreciating your team, the more trust and engagement you’ll build.
Create a Ripple Effect: Encourage your team to create Micro-Moments for each other. When someone feels valued, they’re more likely to pass that feeling on. Before you know it, you’ll have a workplace where positivity and appreciation are the norms, not the exceptions.
The ROI of Micro-Moments
You might be wondering, “What’s the return on investment? Do Micro-Moments really increase the bottom line?”
They do!
Companies with highly engaged employees outperform those with low engagement. Turnover decreases, productivity increases, and customer satisfaction improves. When your employees are happy and engaged, it’s not just good for them - it’s good for your business.
So, whether you’re running a small café or a large manufacturing plant, Micro-Moments can be your secret weapon. They don’t take a lot of time or effort, but they make a world of difference in how your team feels about their work - and how they perform.
Final Thoughts
Your team is your most valuable asset. They’re the ones helping you grow your business and keeping your customers happy. Invest in making them feel appreciated and motivated.
Start small. Pay attention. Be intentional. And watch how Micro-Moments transform your workplace - and your business.
from good to GREAT and even SPECTACULAR!
Increase guest satisfaction and driver your business to new heights with EXTRA MILE Service insight and tips.