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Service
MANAGING SERVICE: THE BABY BOOMERS, GENERATION X AND GENERATION Y
 Service is an attitude born from the desire to help. It reflects truthfulness and exudes kindness, professionalism and empathy.
Your customers understand service, you understand service, but do your staff understand service. ?
Hospitality tends to be a young persons industry, and having an understanding of the general characteristics of each generation helps managers manage service.
Wikipedia lists the American Generations in an extensive inventory over numerous years, and the interesting fact is that many of these Tagged generations overlap, e.g.
GENERATION TAG |
TIME PERIOD |
Baby Boomers |
1943- 1961 |
Beat Generation |
1948-1962 |
Generation Jones |
1954-01962 |
Baby Busters |
1958-1968 |
Generation X |
1962-1980 |
MTV Generation |
1975-1984 |
Boomerang Generation |
1984-1987 |
Generation Y |
1981-2000 |
Internet Generation |
1988-1999 |
New Silent Generation |
2000-2020 |
If we look at the age grouping we might deduce that in many cases the Baby Boomers are the Restaurant owners, Generation X could be the managers and supervisors, or mid managers and Generation Y are our Line staff.
The characteristics of each generation are developed by the environment in which they grew and as a result there are different values and attitudes to “work”, between baby Boomers , Generation X and Generation Y.
While Baby Boomers entered a workplace that was very directional and authoritarian, they had a greater appreciation of the role that their job had on their social hierarchal status. Generation Y are educated to participate in decisions and embrace constant change and they view work as only a small part of how they live.
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Builders Generation
Born before WWII
Aged 60's & 70's |
Baby Boomers
Born 1943-1961
Aged 40's & 50's |
Generation Y
Born from 1980
Teenagers & 20's |
Beliefs & values |
Absolutes
Security
Work ethic |
Some absolutes
Variety
Freedom |
Few absolutes
Lifestyle
Fun |
Motivations |
Country
Advancement
Responsible |
Individuality
Achievement
Relatable |
Own-community
Self-discovery
Relational |
Decision Making |
Authorities
Reputations
Brand-loyal |
Experts
Information
Brand-switchers |
Friends
Anecdotes
Little brand loyalty |
Earning & Spending |
Conservative-savers
Long-term needs
Pay up front |
Confident-investors
Medium-term goals
Credit-savvy |
Uncertain-spenders
Short-term wants
Credit-dependent |
Learning Styles |
Auditory
Content-driven
Monologue |
Auditory/Visual
Analysis-focused
Dialogue |
Visual/Kinaesthetic
Narrative/Metaphors
Multi-sensory |
Marketing & Communication |
Prescriptive
Mass
Above the line |
Descriptive
Direct
Below the line |
Participative
Viral
Through their friends |
Training Environment |
Classroom style
Formal
Quiet atmosphere |
Round-table style
Planned
Relaxed ambience |
Unstructured
Spontaneous
Interactive |
Management & Leadership |
Control
Authority
Analysers |
Cooperation
Competency
Doers |
Consensus
Creativity
Feelers |
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So if we were to look at the characteristics of the training environment how would we differ in our approach to Training and managing service, James Dunne from http://www.service-dynamics.com/ Offers some tips
Break It Up...
Try not to stay on a topic for too long. The attention span of this generation is much shorter, to no fault of their own. Just take a look at television and cable these days. The viewer who has grown up over the last decade has not been challenged to focus on any one particular program, image or scene for more than a few moments. With the remote control, and video images flashing by in increments shorter than a split second, this generation has been programmed to retain and extrapolate from brief flashes of information. If you have videos, show them in short increments, or play them while the staff is setting up the dining room. If you have lecture sessions, give breaks, and break the activity so the group can move from topic to topic and presentation method to presentation method (lecture, to video, to role play, to interaction, etc.).
Clarify Yourself and Your Qualifications...
The Gen X and Gen Y groups want to hear it from someone who has been where they have been. The saying those who can't do, teach should be thrown out the window! This generation simply will not stand for it. Let them know that you are competent, and that you've gotten your hands dirty (and are still willing to get them dirty).
Clarify Your Purpose...
They need to know why they are doing the training. What's in it for them? Will this help their tips? Will it help bring in more customers ...thus helping their tips? What? Why? Let them in on it. Be honest ...that's what they want to hear.
Be Self-Deprecating...
Don't be afraid to criticize yourself and the mistakes you have made. They will respect your honesty and your forthright approach. They do not want to be told how lazy and lax they are ...and what they should be doing. They will listen to a confident, experienced trainer who has been there, who will comment on past experiences and who is willing to wholeheartedly admit that they've made plenty of mistakes on their own. They don't expect ...or want a perfect person. They want someone who is real and who can empathize with the position that they are in. Don't just tell them that you made mistakes. Be anecdotal, and be sure to tell stories that are relevant, they can learn from, and are amusing!
Get Them Involved...
Have members of your staff help develop the training expectations and session outlines. This empowerment not only helps them get involved and interested in the project, but it gets them to stand behind you when it is delivered to the entire staff. The staff will be more likely to embrace it if one (or more) of their own is involved in its implementation.
I came to this realization years back while managing an upscale operation. When I needed to pick out new pepper mills, I went to the staff to help make the decision. I first narrowed down my choices, then got the samples from the distributor. I presented these to the staff and said, you guys pick!
I did this for two reasons:
1. I wanted to get them involved in decision making ...especially since they were going to be the ones refilling these things and cleaning them every night.
2. I didn't want to hear the inevitable complaints about them if I alone picked them out!
Their final selection was a pepper mill with a round screw-on top. Each night, at shifts end, they would have to refill them. On occasion, I would hear the little ball dropped on the ground, and roll across the marble floor. Now, if I had picked out this pepper mill, they would have been cursing me and complaining each and every time the ball dropped. Instead, I never heard a word. When one fell to the floor, they always made sure that it was retrieved, without a rumble of discontent towards the decision that they made!
Make Them Laugh...
Do whatever it takes. They need to enjoy what's going on. If they start to joke around a bit ...let it happen ...just keep the reigns on it and keep the session moving along.
Utilize Role Play...
It is a lighthearted and practical way to put the training to work. It keeps the group occupied, it breaks up the monotony of the lecture, it lets them loosen up, and it lets them work together. Pair the staff off and be sure everyone is involved. Try not to single anyone out, and always be sure to group people together where a shy personality will be alongside an
Do whatever it takes. They need to enjoy what's going on. If they start to joke around a bit ...let it happen ...just keep the reigns on it and keep the session moving along.
Embrace Their Input...
Encourage their participation in any way that you can. Participation keeps them alive. Even if they seem to be straying from the topic, encourage active participation. Be sure not to focus on just a few of the participants. Get everyone involved ...but be sure not to make shy ones feel uncomfortable. Give out raffle tickets every time someone participates. At the end of the session, raffle significant prizes (they will be insulted if you are cheap). In my training I have raffled off everything from movie tickets, to packets of subway tickets, to bottles of wine (never less than a $10 value), to cash (never less than $10), to gift certificates (never less than $10), to weekend vacations, to days off, to the option of making one's own schedule for a week, or choosing one's own station for a week, to...well, you get the picture ...it can be just about anything. It is not as expensive as it sounds. Get your purveyors to donate assorted meats, assorted beers, bottles of wine, etc. Swap gift certificates with a store in your area or another restaurant. This will cut down on the cost significantly.
Don't Give In...
The moment you succumb to their rumbling and complaining and you decide to end your training early, skip a day, or skip a section, they own you! They will capitalize on this and take advantage in the future. Let them know that you indeed have an agenda ...share the agenda with them ...and see it through to completion.
Be Fair, Firm and Consistent...
No matter what the rules, the expectations or the standards you set forth, be absolutely sure that you are ready to follow them through to the letter. This generation will watch your every step to make sure that you practice what you preach. They will not bow down to authority--they will confront it head on--and they will be sure to let you know how they feel. Trust me on that one. They will respect the leaders who show integrity, and most importantly, are firm, fair, and consistent. If they see that each person in the group is treated the same, they will respond to whatever standards you set forth and take to your direction.
James Dunne is a member of the faculty at New York Institute of Technology's Culinary Arts Center, the author of SERVICE DYNAMICS: Profitable Hospitality for the New Millennium, and the Principal of Service Dynamics. Service Dynamics offers an assortment of training programs and consulting services for your operation.
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