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THE FUNCTION OF PERSONNEL 123
must show promise of working sympathetically with superiors. Concerning the two weeks of probationary employment, I will speak in detail in Chapter Eighteen. Concerning advancement, I add only the caution that it should be made on the basis of merit alone. Any other method means the defeat of policy by disruption and disgruntlement. Where good will is the fruit, the seed is initiative; every one wants to grow and spread.
Concerning the general conduct of personnel, I believe firmly that management is entitled, not merely to expect, but to exact the best. Workers are not merely to preserve good appearance, but to behave well. Hence, there should be no eating, chewing, smoking on duty. Loud talking is vulgar and distasteful; certainly there should never be comment of any sort concerning patrons. I have already referred to the policy of the Statler Hotels. Mr. Statler, in his "Service Code/' not only delivers a message to his employees, but in the same words voices a pledge to the public, with a practical adaptation of the Golden Rule: "In all your dealings with people, guests or employers, do unto others as you would have them do unto you." A theater can operate on this basis if department heads understand their business and are alert to promote it. The rule, of course, works both ways. The right kind of effort should be encouraged by the right kind of reward. Occasional meetings or smokers, at which light refreshments are served, make a good background for the promotion of good will.
There is one other means of dealing with the public that should be put to service whenever occasion arises — correspondence. Attention should be given to letter-writing regardless of the cause. A note of courtesy and cordiality should characterize every communication, whether in connection with a bill, a claim, or an article lost. The letter head should be neat, but individual. The tone should be friendly, the wording concise, the information accurate. Correspondence should work for good will as effectively as a good employee would work for it.