Stop training employees to be and act the same!

Employees’ personality should be ENCOURAGED. Otherwise, let’s move to robots.

Since moving to Dubai, I noticed the lack of exchange between real people in service.

What do I mean by that?

Everyone in stores, restaurants, hotels, etc. smile, nod their heads, say thank you when they shouldn’t really, address me and talk with me the SAME way.

There is no even brand voice differentiation, not to mention personality.

Hospitality became TRANSACTION. We put people in boxes, train them to be polite including what to say and how to smile.

Wait, but isn’t it good? That’s how quality is assured and standardization as a precursor.

It is. Up to some extension.

It is easier to train people to be all the same, especially if there are differences between cultures (the one they work in, the one guests belong to and the one employees come from).

But this is NOT genuine hospitality. Fast track version of it, sure. But NOT long standing one where company culture is built and strong customer retention is maintained.

Not every business needs genuine, real people able to provide genuine, real hospitality. But those will soon be automated.

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