When staff doesn’t follow the standard procedures or checklists, we often respond with the carrot or the stick.
A reward to follow the procedures, or a punishment for not doing so.
The only problem with the carrot or stick approach is that it doesn’t work.
Here’s an idea. Shift from “Rules” to “Identity”:
Instead of saying: “Follow the checklist or you’ll get written up.”
Say: “Around here, we’re the kind of team that runs a tight, clean taproom because we take pride in our space.”
Or. “We’re the kind of people who own our shift, and that means leaving it better than we found it.”
Create Team Personas:
Develop shared mantras or mottos like: “We’re all hosts here.” Or, “We own the guest experience.” Or, “We’re the crew that never leaves a mess behind.”
Then back it up with stories, recognition, and visible role models who embody that persona.
Use “Voting” Language:
Help staff see that every shift is a vote for the culture:
“When you jump in to help without being asked, that’s a vote for our value of teamwork.”
“When you restock without being told, you’re voting for being the kind of team that’s always prepared.”
Bottom line: Behavior that’s tied to identity is more powerful than behavior tied to compliance.
Do this next:
- Join our network of brewery owners and managers working together to transform financial performance
- Watch the short video below: A New Approach to Accountability for Breweries
