People have many faces but that’s not to say that they are liars, some just present different parts of themselves at work or in negotiations or even in the day or night. Some people find it hard to blend their personal views with their business agenda and hospitality is a perfect example of that, in fact retail or sales in general as well. Take for example waiters (non gender specific); their job is to be hospitable, welcoming. They are in charge of your customer experience. When they look at you, do they make eye contact? Does their face reflect their feelings or their words? Are they sincere, going through the motions or openly bored and can’t wait to finish their shift?

Your ‘Business Face’ and that of your team will reflect and show and communicate the true message of your business. This is frightening when you think about it initially. Attitude shows, bad habits are visible and when left unchecked or ignored, the faces of your business can destroy it.  I am not talking about acting or pretending, I am talking about doing your job and contributing to the business. Our face can and does show how we feel, our ‘business face’ should show the positive message we want to convey, not any turmoil we may be feeling on a personal level or even on a business level. A stressed annoyed team member will ultimately ooze this, all over a customer and the rest of the team. The aim and responsibility of a leader is to minimize effects on the team, keep them frown free. The aim and responsibility of team members is the same in regards to each other and the customer. The front line must meet their obligations, project & protect the ‘business face’.

I am always trying to do better in business, not just in operations or vision, but as a business person. I endeavour to be more patient, more understanding and to contemplate the consequences of my decisions before they are made. On the surface to some, this sounds as if I am becoming more conservative; after all, my early years as a business owner consisted of a lot of extreme decisions with a lot of raised voices. I took things personally and was easily hurt. I carried the burden of my responsibilities uncomfortably but with pride, misunderstanding the position I was in. I rarely saw any other point of view other than my own; I was the boss, what other view was there?  My ‘business face’ would always clearly show the ups and downs of my business journey. Frustration, anger, boredom and distaste convey too easily on our face.  I am not denying that these feelings can be justified, but they cannot be experiences that are visual demonstrations for customers or team members to see and also experience.  

I have always had a good temper - I don’t mean a good temperament and I don’t quite mean a short fuse, but I can be a bit scary apparently. My mother’s a Spartan. When I say ‘Business Face’, I refer to how you want to be seen or how you want to look in your business. Do you want to communicate your business message through your conduct and presence or do you believe your business is what it is and who or how you act is irrelevant? Some owners or managers in their arrogance think their product or service stands on its own. The customer may or may not be right - the jury is still out on that one for me, but the least they deserve is your face telling them they are, not that they aren’t and that’s everybody’s face.

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