How to Stay “Agile” During COVID Uncertainty

The philosophy behind a technology service could help bolster the vigilance of your hospitality team.

Since early 2020, nailing down the best safety and sales plan in the hospitality industry can seem like an aggressive game of whack-a-mole.

Day-to-day changes based on CDC guidelines make the guest experience a rapid-paced challenge that should be embraced, not feared. That’s where you can draw on inspiration from the technology industry.

The philosophy behind Agile software directly relates to hospitality. In a nutshell, Agile is based around software consistently updated to cut through to what customers want and often. The point of the Agile principles says to adapt quickly and see challenges as unique opportunities to gain an advantage in the market.

Being quick on your feet can help you hurdle any challenges. Here are some Agile principles you can apply to the guest experience at your business.

1. Change is your friend

COVID rocked hospitality and leisure but all industries took a hit. It was obvious companies that quickly made a pivot in their business models were able to adapt – and some thrived.

The ability to see the writing on the wall early is an Agile philosophy you can add to your business. Taking that insight and making a customer-focused plan gives you a competitive advantage in any industry.

It takes creative thinking, and the sooner those ideas start to flow the quicker a realistic solution will come to fruition. Following industry trends regularly will spark the kind of conversations company leadership can discuss and get the ball rolling.

2. Focus on customer satisfaction

Frontline employees are often the first touchpoint a customer interacts with. Their day-to-day experience with customers can help develop a plan. Leaders should meet with frontline workers of any company on a daily basis. A simple 10-minute chat can help advise on how to handle repeat trends in customer behavior and provide insight on what can happen in the near future. It would be helpful to invite those workers to pitch ideas or advise on solutions.

The agile philosophy would recommend advising those workers and enabling them the power to handle the situation. Ownership and empowerment can lead to more vigilance in manning their touchpoint and making an impromptu customer-focused decision.

3. Limit employee frustration

Cross-training employees throughout different departments gives them a holistic view of the company. Knowing the working parts of the entire assembly line helps limit stress because each team member can see the big picture.

A clear view is more likely to beget sound decision-making. From employees in the front in the house to the back of the house – each touchpoint has the potential to provide the best customer-focused experience.

4. Evaluate performance

It may seem like an Agile approach to management focuses on moving too quickly to measure but it doesn’t. Tracking trends is always useful and the Agile philosophy is more the ability to react with customer-focused decision making. There’s no better way to make the right move in a tight spot than practice based on prior evidence. It’s like a boxer agility training for a fight or a dancer repeating the same steps in repetition: When it’s time to perform, the response flows naturally.

5. Value feedback

Poll your customers often. You don’t have to wait until your guests are leaving your business to ask how the experience was. There are plenty of technology and communication tools to reach out to your customers and gauge how they feel about your business.

It shows the company cares what they can help customers with all the time, not just some of the time. Email newsletter subscribers and social media followers are easy ways to reach customers without a random phone. The frequency and quick adjustments are what being Agile is all about. When customers see their feedback put into reality, they’ll reply more often and more honestly.

Good company leaders can apply all of the Agile principles to their businesses. Staying light and responsive to change will help turn every curveball into a home run.