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    服務文化考察報告:感動每一位員工

    張圣雄

    xx不是我們的競爭對手,而是我們學習服務文化的榜樣。

    社會生產的主體是企業。如果一個企業一方面能夠提高生產效率,從而推動整個社會提高勞動生產率,另一方面能夠提高企業員工待遇以及素質,從而改變員工的命運――那么我們要說:這個企業、這個企業的企業家、這個企業的經理人,為社會作出了極大的貢獻。如果這個標準成立的話,我覺得xx為社會做出了很大貢獻。

    在xx,我看到的很多現象讓我驚奇,因為這些東西是只有在書本上才能讀到的關于成功企業的傳奇故事。店長開例會,說總公司正在為忠誠員工修建養老公寓,幾分鐘之內就讓每位員工都受到鼓舞,就像松下幸之助在做“250年計劃”的演講。只要到了上班時間,所有員工都不會停下來休息――安檢員(職責相當于電工)在上客高峰期端盤子傳菜;傳菜員傳出去一趟菜以后總是捎回一筐臟盤子;收市之前的上客低谷期,傳菜員、服務員、保安都到洗碗間洗碗、擦盤子――這種效率只有在麥當勞有過;店長以及大堂經理、后堂經理總是出現在最繁忙的地方,干起活來比很多熟練員工還麻利。很多時候我都感嘆:這是一個什么企業啊,他們在簡直是在創造奇跡!而最讓我驚奇甚至不解的是:在經過長時間、高強度的工作以后,員工還能保持心情愉快,甚至面帶笑容。

    經過入職培訓以及一段時間的店內實習以后,我也切身體會到了這種工作帶來的愉快。xx員工之所以做得好,是因為用心在做;之所以不累,是因為對工作有激情。而之所以用心,之所以有激情,則是因為自己受到了感動。被同事的感動,被火熱的工作環境感動――而最重要的是被企業所感動,被領導所感動。

    一、為什么要感動員工?

    我之所以用“感動每一位員工”來做標題,有兩個原因。第一是因為我個人在xx實習的每一天都被店里的領導、同事們感動。我用“感動”一詞并不夸張,和我一起分配到牡丹園店的其余5名新員工也同樣每天都被感動。正是因為被感動,所以每一個人都積極主動的在工作。第二,我以為,“感動員工”應該是對所有管理人員的基本要求。一名管理人員一天感動10名顧客,還不如一天感動5名員工,因為受到感動的五名員工絕對不止感動10名顧客。只有要求管理人員感動員工,才能與要求一線服務人員“感動顧客”在邏輯上保持一致。

    服務質量問題并不在服務本身:服務流程可以制定得無限完美,服務標準可以要求得無限嚴格――但是我們能做到些什么?服務問題本質上是對服務人員的激勵問題。親情服務不是靠高標準要求出來的,也不是上級能夠培訓出來的,而是傳遞的――將別人對自己的親情傳遞給顧客,將自己受到的感動傳遞給顧客,這才是親情服務。要傳遞就要有來源,誰來給員工親情?誰來感動員工?我們不能把感動的來源寄托在別人身上,只有我們自己努力,讓我們的企業、讓企業所有的管理者來感動每一名員工。

    其實,我覺得“為什么要感動員工”這個問題太簡單了――就跟我們為什么要求員工感動顧客一樣簡單,問這個本身就有一點冒傻氣,所以我不打算在這個問題上再說太多。

    二、如何感動員工?

    我們用什么感動員工?在一次談話中,賈總曾經對包頭海鮮店的領導說:“一定要關心每一位員工。你可以不用他,但是不能不愛他,不能不關心他。”我當時聽到以后就很受感動。并且我覺得,這句話說出了感動員工的真正方法:關愛是感動之源,只有付出我們的關愛,員工才能被感動。如何關愛呢?我們可以看一看xx是怎么做的。

    1.新員工入職培訓

    我一定要把入職培訓放到第一個說,因為入職培訓實在太重要了,每一個新員工都在入職培訓中得到很多東西。

    首先,他們得到了系統內最優秀培訓師的指導。xx每家店都不直接招聘人員,而是由片區人事部負責統一招聘,集中培訓。所以可以在系統內挑選一名最優秀的培訓人員做培訓工作。培訓師在第一天開始培訓之前就告知每個人她的電話號碼,并表示以后有困難可以隨時給她打電話。這也是xx的所有管理者的共同方式,新員工到店以后店長、大堂經理、后堂經理都會給手機號碼,都會讓員工在困難的時候給她(他)打電話。

    其次,他們融入了一個小集體。這個小集體只有十幾個人或者二十幾個人,這就比一開始就要到店里與一兩百人相處容易多了。每一期培訓的新員工都會自動結成一個群體,有了這個小群體,再融入大群體就相對容易一些。在培訓結束到店實習后,店里也是安排同一批新員工一起吃飯,一起開小會,也有利于這種小集體的形成。這種小集體也沒有形成“派別”的危險,因為幾名新員工實在不可能形成什么“實力”。但是這種小集體卻能迅速消除孤獨感,使新員工盡快進入工作角色,融入大集體。

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