How to be customer-friendly while attracting young talent

Question:

How do you create a customer-friendly environment while still attracting younger talent?

Answer:

All of us have to constantly work to understand what makes employees and managers in each generation tick. Just like all of us, they’re trying to express their individuality; millennials and Gen Z tend to dress and act more casually. While accepting that type of behavior might be attractive for younger employees, it’s almost never acceptable in front of customers. To get on the same page with your younger staff, you have to take the time to listen and explain.

Look in the mirror. If you use inappropriate language, for instance, you are giving your employees permission to do the same. It’s important to set that tone yourself and demonstrate what a professional environment looks like.

When starting a conversation about acceptable behavior, I start by learning more about that employee. With tattoos or piercings, I ask them to tell me about it. Often, it’s one way for them to tell their story or express themselves. I now have a better understanding of them, and we can have a more trusting relationship.

Then, I explain the need for a behavioral policy. When it comes to profanity, it’s a liability if you can’t explain yourself with more precise language than an expletive. I also explain the benefits of coming up in a more professional environment. Once they understand the why and the advantage of the training, they are more likely to make those concessions for their careers.

—Lynne Eddy
Associate Professor, Business Management
The Culinary Institute of America