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SMILE! Its catchy!
By Shawn T. Kiley
I read recently that a large, national, grocery chain was being sued by a female employee because she stated that she was compelled by management to smile at the customers when she greeted them. Her complaint stated that she felt uncomfortable smiling at the male customers because she believed that it may cause them to believe that she was being forward with them.
I have not heard how the lawsuit turned out, but hopefully common sense hasnt completely lost out and the company won what I consider to be a frivolous lawsuit.
First of all, employment, or choice of employment is a volunteer position. Not in the sense that we are not getting paid for our services, but in the sense that we are volunteering to show up for work each day and complete the required tasks in order to receive our paycheck.
If we are in the customer service business, which most people are, being friendly and smiling is not an option and is something that should not have to be compelled by management as a condition of employment. In fact, smiling is something that should come naturally in our industry. Hopefully, we are showing up each day to be of service.
As an employer, you should never hire a warm body to fill a position if they do not smile and have an overall sunny disposition. This would include back of the house positions. Just because the prospective employee might not have contact with the public, they will have contact with other employees. A grumpy employee can bring the crew down very quickly.
I have done more than a thousand interviews and I can tell you that I have never personally hired or recommended hiring someone who did not smile and show enthusiasm during the interview process. Not smiling on the part of the prospective employee during the interview should be an immediate red flag and the interview should be ended as cordially and as quickly as possible.
As operators and managers, we should lead by example every day by showing up to work ourselves with a sincere smile and greeting for all of our staff. We should emphasize with our staff that even though sometimes we may not feel like smiling, once we begin, it becomes infectious and will lead to more smiling! As we continue to practice this seemingly lost art, we will notice changes in our work environment. Sales will increase, morale will improve, sick calls will go down. The overall work environment will just feel better.
Smiling shows an enthusiasm for life. Train it, teach it, model it. We cannot afford to not smile regularly in our workplace. Everyone has a bad day, but frowning and grumbling sure wont make it better. If a persons natural disposition is not cheerful and smiling, then they dont belong in the service and hospitality industry.
Customers appreciate a sincere smile, a warm greeting and eye contact. After all, they have chosen your establishment to spend their money. Isnt that the least they deserve?
Until next time... Keep smiling! Shawn
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