There’s no I in Team
.….But there is I in Individual
I have always believed that when you have a tight and united team, whether it is a small team or a large team, the end product, whether a service or a product, is better. As Managers we always tell our employees to work together, to work as a team, to respect each other, compliment each other, work well together, help each other and so much more. It is also true that when a team really cares for each other, the work is done better.
As a prime example, and one that I have done and witnessed in my teams, is that when 1 employee, 1 team member doesn’t know the answer to the guest’s or customer’s question, when they ask one of their team members, they give them the answer, or they help them assist the guest. Same when an employee has made a mistake, or given the wrong information for some reason, or was having a very bad day. I have seen it many times, were the guest comes back upset that he or she was givent the wrong information, and the other team mate doesn’t make the other one look bad in order to look good themselves. They apologize and let them know that it was a one off and that they are great at their job, and then assist.
Now, if this employee would have told the guest “Yes I know, he is not good at his job, I’m sorry you had him to help you, but I can surely help you and I will let the manager know that he didn’t help you, or give you the wrong information”, that looks really bad on the team and the management. A team that works together, surely works better for the advantage of the guests or customers.
However, the managers sometimes still make the mistake that they see every team member as the same person. In order for the team to work well together and be successful, it needs different personalities, efforts, expertese, levels and different fortés. You cannot have everyone great at knowing how the system works, or everyone great at talking with the guests, or everyone good at the phone. You need a little bit of everything. Your employees characters and personalities matter a lot. It colors the team and they are all different.
You might have a person that is always so happy and someone that sometimes needs a little push to regain the smile when shouted at from a guest. You will have someone that is always challenging you and questioning you as a manager and another one that wants to be in your work time all the time. You will have the one that always unites the team and plans nights out, and another one that doesn’t hang out too much. I’m sure you get the point by now. Everyone is an individual that contributes to the team’s success. So when you approach an employee to correct them in something, to praise them, to give them disciplinary action, to promote them , to ask for help, you need to know your employees well enough to know how to approach them.
Don’t generalize and assume that everyone reacts and acts the same way! See the Individual in each employee and make sure they become a team!