Engaging Minds sponsored The FIRM (Forum for In-House Recruitment Managers) event in Manchester last week. You’re reading the fifth blog post in a series inspired by presentations and conversations from the day.
How many times do you experience service that you can’t say is bad, but nor does it make you feel the person is that bothered. You know what I mean, that kind of efficient and professional service that is the hallmark of many hotel receptions.
Motel One in Manchester last week was different. The staff greeted us like they were genuinely pleased to see us. The woman who checked us in said – is it Sally? as I approached the desk. It made me feel very welcome.
All the people who worked there seemed natural – and just, well, themselves – from the way they engaged with us, to the clothes they were wearing. They were wearing the company colours but each with their own twist.
Sociologist Arlie Hochshild wrote about ‘emotional labour’ being the effort that goes into something we don’t genuinely feel. Or, in other words, the cost to us of faking it. Faking it has its consequences on both emotional and mental wellbeing.
Appointing people to roles for which they are a good, natural fit is so important for the wellbeing and fulfilment of the employee as well as for the impact on customers. And ultimately it shows on the bottom line.
Motel One obviously recruits people who are a good fit and it shows. It makes for refreshingly positive service and the human touch. It certainly made me want to go back.
Watch this clip of candidates (below or on our YouTube channel) talking about the experience of an interview where they have been able to be themselves: