David Wong knows a thing or two about giving feedback to his employees. He does it almost every day.
“I’m a hands-on operator,” says the Owner and General Manager of Six Mile Pub in Victoria. “I have a lot of opportunities to chat one-on-one with staff to discuss all aspects of the business—from handling cash to customer service.”
Besides these informal times, he conducts regular formal evaluations with employees. “Because they receive ongoing feedback, these discussions are less of a surprise to staff,” adds Wong.
Wong has discovered a key to being a successful bar and pub owner—effective employee feedback improves performance. But why is this so important?
If you provide no feedback, you risk condoning bad behaviour or not encouraging good performance. “No news is not good news for employees,” says Olivia McIvor, an expert on human resource development at go2. “Employees want to know how they are doing.”
McIvor suggests that feedback involve a number of elements—so that it’s beneficial and effective.
Timeliness
Provide feedback right away, not five months after an incident. By being timely, you can teach the staff member how to improve on the spot.
“Feedback usually comes quick in this industry,” says Brad Skerrett, General Manager of the Longhorn Saloon in Whistler. “Customers convey their satisfaction or dissatisfaction immediately.” Which means managers must respond appropriately with staff.
Tone
Use the appropriate tone for the situation. If the feedback is negative, make sure you’re firm but friendly, providing constructive comments that reinforce good actions. If positive, then show enthusiasm for a job well done.
Consistency
Treat all employees fairly and equally, and make sure your feedback includes positive and negative elements. Some experts suggest offering five parts praise, for one part critique. “I find positive reinforcement to be far more effective than negative,” says Skerrett.
In fact, employees respond more to positive input because it reinforces good behaviour—and thus great customer service. When holding the discussion, it’sbest to follow these simple steps.
Be Prepared
If you’re unsure of what to say or you’re still learning how to give feedback, jot down your points beforehand. Make a script, if you need to. This ensures all the essential points are covered in an articulate way.
Seek Privacy
Never provide negative feedback in front of a customer or another employee. Move to a private space to talk, which shows respect to the staff member.
Be Clear
Be specific with your employees. Use concise language that points out what was done and what you expect. Avoid vagueness because employees can’t fix what they don’t know.
Show Respect
Get the full story from the employee. Then ask him or her what could be done to handle the situation differently. Often the employee will know the answer. This makes for a learning moment when he or she can figure out a solution. As Skerrett says, “Involving staff in decision-making lets them know they are valuable.”
Ignored bad behaviour only gets worse. So be proactive about offering correction, and coaching your staff about what you expect.
All of these elements of feedback will breed success in your business. “Our employees are really our biggest assets,” adds Wong. “When people in the industry hear about that, it helps attract and keep good staff.” That’s good feedback.
