Attractionpros Podcast

Jill Raff is the Founder and CEO of the Jill Raff Group, where she helps organizations work from the inside out by focusing on the employee experience, which leads to an excellent customer experience.  Jill grew up in the restaurant business and is a columnist for Nation’s Restaurant News.  Today, Jill helps companies attract and retain the right people who align with their core values, making them the employer of choice and a company worth talking about.  In this interview, Jill talks about expectations management, screening for values, and reacting vs. responding. Expectations management “Without proper expectations management, people are going to project what they think on a scenario or how they are supposed to work.” The idea of expectations management applies equally to the guest and employee experience alike.  If a business is understaffed, the simplest way to communicate it to guests is that operations are reduced because of lower staffing.  However, by going deeper into why staffing is not as strong