Instead of procedures, provide a few short and catchy guiding principles they can carry around in their heads.
Example: A few years ago, a resort company executive worked up four principles for customer relations:
- Enjoyment. Customers need to enjoy their visit.
- Courtesy. Guests must be treated politely at all times.
- Safety and hygiene. Here’s where the rules need to be adhered to without exception.
- Promptness and efficiency. Serve customers as quickly as possible.
Upshot: This employee hit every principle: He treated the customer courteously and efficiently, kept safety uppermost and made the traveler’s visit more enjoyable.
—Adapted from Lessons on , Jack Stahl, Kaplan Publishing.