SMART Service Standards
Use SMART criteria to turn a vague service goal into a measurable standard.
SMART Goal test What does SMART check? Five criteria for a usable standard Vague to observable Which standard can a shift lead actually coach? SMART does not remove warmth; it defines the operating behavior that supports it. Objection Hospitality is personal; measuring it makes it robotic. A supervisor resists service standards. Your line We measure the basics so personality has room to show. A clear greeting standard does not script warmth; it prevents guests from being missed. Rejecting measurement can protect style while allowing inconsistent basics. It separates human expression from operational reliability. Measurable What is missing from "respond to…
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