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I was recently up in Philadelphia on business. I typically stay at the same hotel every visit. The entire staff is so customer focused, it makes the time on the road pleasant. When I checked in this visit, the clerk at the front desk asked me, “Do you want to go Green this stay? For 500 reward points we can have housekeeping skip your room during your stay.” Me being me, I had to ask. “Is this really about the environment, or saving a few bucks on laundry and payroll?” A little taken back, she replied, “I guess both, the housekeeping team actually hates it because they are getting their hours cut.”
Listen, I am all for preserving the environment, but she was exactly right. Housekeeping was not pleased. For the next three days, the usually cheery group was noticeably different. Wouldn’t you be the same? My thought immediately went to the guest who had never stayed at this hotel before and what their overall impression would be based on the change. I also have no doubt while some manager is giving themselves pats on the back for the great initiative, they are also wondering why their online reviews are dropping (which they are).
The same is true when it comes to staff engagement and patient care. Way too often we march forward with key initiatives or plans, without stepping back to ask: Will this have a negative impact on the team? Might this adversely affect patient care because the staff is not happy about the changes? Of course, change is inevitable, key initiatives have to move forward, but take time out to explain the ‘why’ to the staff and work together to minimize disruptions to them, the patients or their families. It is never a bad idea to keep the staff happy. Just ask a housekeeper or new guest at an undisclosed hotel outside Philly.
