“We are built for novelty and excitement, not for careful attention to detail. Discipline is something we have to work at.”

~ Atul Gawande, The Checklist Manifesto: How to Get Things Right

We are big fans of pictorial SOPs & checklists (much better than the text checklists we see everywhere), but what we see missing from all of them is the success bit. What should happen when one of your team members tick marks the final item on a checklist?

Imagine this, your Housekeeping team member checks a 40 point checklist for the room. Every detail is on the list. Compliments on making a great list, but does she step back from the checklist once it is done and see the room as a guest would?

A Success List would include a little 'smile', an 'ah!' at the end of the checklist. If the Housekeeper does not look at the whole room and go 'nice!' then your SOP has failed.

Success Lists is an Idea from ― Gary Keller, The One Thing: The Surprisingly Simple Truth Behind Extraordinary Results

Instead of a to-do list, you need a success list—a list that is purposefully created around extraordinary results.

Extraordinary results in a service setting produce extraordinary word-of-mouth, loyalty, and brand affinity.

What Should You Do?

Individual Success Lists

Help everyone in your team create their own success lists. You can probably do these for designations or roles, but we prefer a more individual approach. Use this opportunity to add things that speak to someone's strengths directly. Give them the opportunity to flex and use that unique strength at work. You get a happy team member and an amazing customer experience.

Example

A Food & Beverage Associate / Supervisor

Traditional Checklist

set up table
check back area
offer menu (open it before offering)

Success Checklist

Make one guest laugh every day.
Introduce one guest to one team member (not just names, with something insightful)

e.g. Mr Bedi, please allow me to introduce Aditya. He recently joined our team and is a huge F1 fan, though I don't think he is a Ferrari fan like you. After hellos, say to Aditya 'Mr Bedi is a longstayer with us and you must ensure he gets ice water every time'.

Get one table to leave at least 20% tip. (this can also be a team success list item. You can make sure the entire team - everyone, showers so much care and attention, the guests are bamboozled. You can also increase this as your team starts hitting these goals. 50%, 100%, 200%. It has been done!)

Team Success Lists

Take it up a notch. 10X the insight.

Get everyone to contribute to the same success.
Make everyone's success to create another teammate's success. WE LOVE THIS ONE!

So essentially, you create a little chart like this >

Then you ensure every box is ticked.

Your success goals can be as wacky as you need them to be. Live your brand, live your values through these success goals.

Some amazing ones we have seen:

Upgrade 100 guests in a month. (not upsell, upgrade. The hotel decided instead of letting better rooms go vacant, upgrading guests would either get them to book a higher category on their next visit or at the very least create a 'shareable' story)
Appreciate everyone on the team at least once a week, by finding something good they did.
Find / Notice at least 3 preferences for guests who stay or dine more than 3 times a month.

Take five minutes & do this right now!

Write down 3 things that would be amazing if your team could do regularly. Don't worry about how or not. Just make a note of 3 results or actions or outcomes that would be extraordinary.

Now share these with me on p.bedi@eclathospitality.com and let me help you make these into fun success todos.

Insight #34 - Success Lists Are What You Need. Put this on your To-Do List!