Insight #32 - Using If-Then Thinking For Service Design

I was going to write a catchy title like 'If you implement this insight, then you will have awesome service processes'. Then, I didn't.  

Instead, If you read this insight, then you will have found a simple yet powerful tool to make your processes and people response-able, nimble and fun!

If-Then plans (Gollwitzer 1999), where people commit themselves to doing a certain thing in a specific situation are commonly used in health psychology. These self-made plans capture pre-specified responses if a certain situation occurs. Deciding such things in advance reduces the demands you put on your willpower.

Why is it relevant to Hospitality & Service Industries

  • Our SOPs are broken. They are too perfect, too linear. Everything in an SOP seems to happen in a very predetermined way. These are great for training, but not so much for the reality of work.

  • Situational awareness and response to a guest query, request or action can be the difference between average and superlative service.

  • Thinking about situations, enhances its cognitive accessibility, directing attention to the situation and making it easier to detect and respond to.

  • Linking the situation to the intended behaviour creates a strong associative link which automates the initiation of the behaviour.

Examples

For A Check-In, a front desk team member sets the following If, Then behaviour intention:

  • If a guest looks tired or sad, then I will ask him for a tea/coffee/drink.

  • If a guest has a child with them, which was not mentioned on the reservation, then I will ask if they need an extra bed. If they need an extra bed, then I will ensure Housekeeping sets it up along with amenities - bath, water, kids specials.

Actionable Insights

How to do this?

First, explore the Ifs for your processes.

The Ifs are the situations you want to remind your teams about:

  1. If the guest is looking around the restaurant frantically...

  2. If the guest starts pacing or is agitated at check out..

  3. If the guest is unable to make up their mind on what to order..

Then explore and list the Thens

Answer the question ‘what might we do in response to the Ifs?’, 

  1. …Then I’ll immediately go over and ask if there is anything I can assist them with.

  2. …Then I will ask the guest if they are in a hurry.

  3. …Then I will let them know house specials or what the chef recommends.

Repeat this for as many Ifs as you like.

How To Make This Wow?

WOW, Idea 1 - Overcoming the obstacle:

Think of this as the next level for If, Then plans.

Example: A front desk associate may set up the following If, Then

  • If, I am helping a guest at the front desk, Then, I will give them my full attention.

  • If, while I am helping the guest and the phone rings, Then, I will ....

Creating a solution to that particular situation - of the phone ringing - is overcoming the obstacle. Possible options could be:

  • let the phone ring

  • let someone else answer the phone

  • forward to call to another extension

Wow, Idea 2 - Do If, Then for multiple levels in the same situation.

Example

If the guest is unable to make up their mind on what to order..

…Then I will let them know house specials or what the chef recommends.

But If the guest does not like my suggestions, then I will....

Wow, Idea 3 - Do If, Then for your team members or Internal Processes.

If my team member looks sad, Then I will....

If my team does not meet the targets, Then I will....

--end of insight---

BONUS CONTENT

If you would like to use If-Then for Personal Success please read - https://personalsuccess.substack.com/p/if-then-tool-for-personal-success?r=68ju6

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