IT’S YOUR BUSINESS: Workplace Safety and the Customer Experience
I
t has been a long haul since March 2020. The cycle of opening, closing, reopening, and closing again for businesses in Oregon has been like a never-ending roller coaster ride. The focus has shifted from thriving to surviving and reconnecting with customers. Customers have changed, too. To rebuild customer relationships and gain consumer confidence, businesses are forced to rethink their customer experience. Employees, managers, and owners play a vital role in this process. Customers want to feel safe when they resume travel and make dining out part of their routine. Providing a safe and healthy workplace where employees feel productive and cared for is the foundation for boosting consumer confidence. A positive customer experience depends on: • Adequate staffing • Knowledgeable, professional, welltrained employees • Feeling heard and understood • A clean, safe, secure environment
• A product or service that meets or exceeds their expectations • Quick, timely, and considerate problem solving • No excuses Here’s where workplace safety comes into the picture. Your business relies on people to operate. If an employee is injured on the job, it could impact each of the customer experience elements listed above. Customers build relationships with a company’s brand and their employees. The two are tightly woven, and customers quickly recognize high turnover in staffing. If employee safety is an afterthought, you lose valuable time reorganizing shift schedules, managing injury paperwork, conducting accident analysis, training, and reinforcing safety policies and procedures. Employees and management could invest this time to make sure customers are happy and well served.
Now Offering FREE HOUR-LONG CONSULATIONs . . . . . . to optimize your dining operation!
Managment excellence 2020
custom fabrication • planning & design • professional installation • consulting • kitchen equipment & supplies 541-746-7480 • Sales@curtisresteq.com • curtisresteq.com 40
Oregon Restaurant & Lodging Association | SPRING 2021
located in
Beaverton, Bend, Eugene, Medford & Boise
