How ditching paper processes leads to happier hospitality staff and better profits

Stephanie Wedderburn
 • 
Jul 2021
6 min read
Three people clinking coffee mugs
We look at the service-profit chain and how it’s still applicable in today’s hospitality sector.

Remember that time you were having a rotten day and that attentive, friendly barista put a smile right back on your face? Or perhaps it was a casual chat with the barman that helped you unravel something that was running circles in your head? That’s special, right?

It’s these fleeting, unassuming interactions, with an engaged member of staff, that will win your customers’ loyalty and keep them coming back — again and again. So let us consider what makes such a member of staff.

They have the time to do it

This comes first and foremost. If your staff are busy catching up on a backlog paperwork they simply won’t have the time, or the mental freshness, to be able to deliver this kind of customer experience.

They’re born with it

Ok, so some people just have that natural talent for reading people and making them feel special. Quite often these people gravitate towards services jobs because they thrive off of human interaction. Be mindful though that even the brightest stars can be quashed if not properly motivated and supported.

They enjoy their job

In an industry with a whopping 75% staff turnover, keeping staff, and keeping them motivated, is often a far bigger (and costlier) challenge than finding them. So, how can you ensure that your employees are engaged, protecting their mental wellbeing and your bottom line?

You might recognise this…

The service-profit chain

Yes, ladies and gentlemen and others, we are talking about the service-profit chain! Developed by Harvard University in the 1990s the service profit chain is still very much applicable in today’s fast-moving and challenging hospitality environment.

The service profit chain diagram
The service-profit chain, Trail style.

Simply put, value is created by satisfied, loyal, and productive employees. Employee satisfaction, in turn, results primarily from high-quality support and simple tools that enable staff to deliver a better customer experience.

No one likes paperwork!

From conversations with our customers, it’s apparent that less staff admin means better service and happier customers. While most software focuses on measuring employee engagement and customer experience, it ignores the starting point which should be providing your teams with easy-to-follow internal processes and good support..

“Our staff point are all embracing the technology. They just pick their device up and they get it. You don’t need a training manual — it’s just common sense.

Vincent McKevitt — Founder of Tossed, a Trail customer

Technology will continue to play an increasingly important role in helping businesses improve productivity and boost satisfaction. The best operators will look to implement simple technology solutions, like Trail, that reduces the admin burden on teams and, in turn, frees up time to focus on delivering a customer experience that drives profitability.

What customers are saying

"Trail has given us realtime insight into every facility across our estate, so we can react to maintenance issues before they become large."
Scott Vernon
Chief Financial Officer
"We turned our Costa Checks and various compliance forms into regular tasks on Trail, which has contributed to some of the best scores we have had."
Delroy Daniels
Operations Director
"It’s the app I can’t live without in my working day."
Beth Cole
Assistant General Manager
"We rarely provide training to our guys, they just bought into the idea straight away. I love that I have a full visual of everyone's activity in front of me."
Katrin Toots
Compliance Manager
“Probably my favorite system. The uptake on it was so quick, and support has been great.”
Matt Pinchard
HR, Systems & Compliance Manager
“The EHO visited almost every site last year and every store was given a five star rating."
Jay Brown
Operations Chef

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