Does the dress code at your organization convey professionalism?

You’re likely very familiar with the attitudes, knowledge, experience, values, and beliefs that define your business culture.  Operational policies and procedures, like an employee dress code, are designed to support the way you want to be seen by customers.  

We know that up to 93% of communication is non-verbal, and it all starts with that first impression. Having a dress code that accurately reflects your organizational culture is an important step in getting a positive message to your customers.

For example, if you work at a zoo you may expect your employees to handle animals, clean cages, deliver tours, and interact with visitors. Deciding what is acceptable attire is tricky, because the clothing must be flexible enough to allow for cage cleaning but proper enough to lead a tour and professionally represent the organization. Customers appreciate being able to easily identify an employee by his/her clothing, which adds value to their positive visitor experience.

Hotels face very different challenges because there are many departments with specific operational requirements.  Generally, a hotel will have a specific uniform that is slightly altered to reflect the department; for example, housekeeping, front desk agent, and catering.  The one thing uniforms have in common is the brand--the style or logo that identifies them as a member of the hotel team.  Guests of the hotel trust that employees who wear the uniform adhere to a certain standard of professionalism.

Retail outlets usually require their employees to purchase and wear the store’s clothing in order to better promote the brand.  Some companies offer discounts to staff, but others don’t.  This can become quite expensive for employees, especially if they are only making minimum wage and working part-time.  When deciding on your store’s employee dress code, it is important to take these factors into consideration.  If the expectation is that every employee must be clad in your brand, consider the cost to the employee and adjust wages and incentives accordingly.

Your organization’s culture can only be defined by you, taking into account the nature of your business, customer base, geographical location, and corporate goals.  Employee dress code is an important part of your overall image and should be effectively communicated to your employees.

Does your organization’s dress code reflect your culture?

Winner of the Service Best Customer Service Contest Announced

We are pleased to announce that the winner of the Service Best customer service contest is Sharon Elder!  Sharon will receive a Tourism Saskatchewan DVD, Place in the Heart, and a Land of the Living Skies CD.

Below is the entry that Sharon submitted:

For 25 years, we had a fly in fishing lodge in northern Saskatchewan, where we lived in the summer.  Winters were spent in Minneapolis, MN.  A great deal of emphasis was spent on GREAT customer service and new staff very quickly learned from experienced staff as to how this should be done.  Dealing with store workers etc. in Minneapolis was a treat.  Coming back to Saskatoon is NOT a treat.  To this day, I very often find the store clerks, office workers, etc. very rude.  It is obvious that they are not getting training in customer service.  Maybe is is because their jobs are year round rather than summer resort jobs.

I would like to suggest that equal emphasis be put on upping the customer service as is spent on rewarding excellent service.

Staff who can not make eye contact, don't smile, don't acknowledge a customer with a nod or finger wiggle do not entice me to deal with their store/office, etc.  As I am the one paying their wages, it is my choice to go where I'm welcome and I do.

Keep up the great job, hopefully other areas of the Saskatchewan economy will catch up to what the tourism business already knows.

Sharon Elder