The decision to implement a team uniform is often a debatable one. However, there are 3 distinct reasons you should consider uniforms.

Firstly,  it benefits you; secondly for your business,  and most importantly your customers will love it too!

What’s in it for you?

A uniform can compliment  the rest of your branding. It can easily align with the messages you are selling or the culture you are projecting/creating.  Your staff will be walking advertisements for your business and often performance is enhanced as they and work with a little more pride and importance. Also check out FBT opportunities!

What’s in it for the team?

Sense of unity, increase team spirit and don’t forget that when they don that uniform at the start of their shift, it triggers a psychological phenomenon of “lights, camera,action” a  Ready for work  signal. A uniform has real positive impact on behaviours as staff are more conscious of their actions and the impact that they may have.

What’s in it for your customers?

As customers, I’m sure you’ve all experienced searching for assistance, only to find that the person you approach is another customer!  A distinctive uniform  identifies the staff immediately.  A fashionable, trendy uniform adds atmosphere and “ambiance” to your venue.

Check out the great uniforms from The Corner Restaurant in Clarence Street, Port Macquarie… just a simple, fashionable apron adds that special something don’t you think? http://www.cornerrestaurant.com.au

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Do you have staff on board who are not engaging your customers in a friendly and meaningful way?  If so, this could be damaging your business!

I’m not just talking about an extroverted employee, but one who has Personality Plus!  Hairdressers and Baristas can measure their impact on sales by repeat business.

YES! it’s called Loyalty and no woman feels great if they have to change hairdressers! It’s the same with our  Barista /customer relationship!

I highlight just 7 advantages to employing on “personality” … rather than just on skills!

1. Customers remember you and talk openly and fondly about your business
2. Positive personalities can create warmth and hospitality, especially when customer orders/their names are remembered
3. Staff personalities can make  transactions into transformations and create a long-time customer
4. Customers can feel like they have an extended friendship/family with you and your staff and they get a real sense of “belonging”
5. Building loyalty and trust and gain a competitive edge
6. Sets a great standard for the other staff  to replicate the same behaviours
7. Works to lift team morale

Becoming a great barista isn’t easy; and it comes with time, patience, and practice, but it’s a skill and can be taught, — unlike a great, positive attitude. You either have one or you don’t! A rotten apple does spoil the whole bunch as well as destroys your business; and try as hard as you can, it’s almost impossible to train a bad apple for a “better” attitude. Personalities are often “fixed” and in our hard drive for life!

As a customer, I know I’d almost always rather a coffee be handed to me with a friendly smile; and  some positive interaction, regardless of how good that coffee might be, I want some meaningful, genuine engagement!  And as an employer, I know that I can train and encourage someone to improve their skills on the espresso bar: It’s much harder to change someone’s poor personality!

Thanks to Bookface Cafe for this great pic!

Ivana Agapiou

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Complaints, if given with courtesy and good manners, can be a great way to develop an on-going and lasting relationships and help you get what you want!

For the majority of us, we tackle complaints with dread. We are reluctant to speak up, sometimes fearing confrontation, repercussions and / or “making a scene”.  However, complaints can be made effectively and assertively! There are four general ways you can choose to communicate and yes, it is a choice…

1) Aggressive – shouting, using expletives, name calling and general anger over the issue and communicating with way too much vigor and emotion.

2) Passive/aggressive – pretend to be OK about everything; pay the bill reluctantly, drop a hint of unhappiness; don’t complain openly but perhaps make sarcastic comments, this could be anything from  mentioning how bad an experience you just had as you walk-out the door, so that it’s in ear shot of other customers. Never return and tell 1,000’s of others that the establishment sucks.

3) Passive – say nothing, smile and leave – you don’t want to make a scene or any trouble, your’e happy to put up and perhaps even forgive often..

4) Assertive – this is the very best option. It’s genuine, sincere and an adult conversation that asserts your rights without disrespecting the rights of others. The scenario  might sound like this ” Thanks so much for the great service today, (a positive opening) just thought I’d let you know that the coffee was cold, (what went wrong) this was disappointing as I would like to keep coming back here! (nice ending that allows the business to “make-up” and fix the error)

Ivana Agapiou

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