When it comes to who is serving them, your guests don’t know (and frankly, don’t care) whether that person is a contract employee or a career employee. They simply expect ASSISTANCE … from whomever is there to offer it.
Guests make assessments of their experience based on the people, the place, and the processes they encounter. But it’s often the people aspect of the visitor experience that outweighs the place and process.
This suggests that the notion of “who works for who” is primarily fostered within your organization rather that outside of it. Succumbing to -- or worse, ignoring -- this mentality can be detrimental for everyone in your organization. It’s more likely that these feelings of separation and/or disconnect will permeate through to the visitor experience if you don’t merge these groups from the beginning.
It’s important to align contractor training with full-time career employee training to bridge this potential gap and encourage a seamless, consistent visitor experience.
The video below outlines three strategies you can use when entering your organization into a contractor relationship. Try leveraging these contractor onboarding and training strategies to foster an inclusive and generous workplace.
Service Training for Contract Employees | Donnelly Effect
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