Managing Thai Staff: What I've Learned Running Seven Businesses

I run seven businesses in Pattaya, so a big part of my job is managing Thai staff. I never managed many people back home, apart from supervising a couple of colleagues in retail when I was young, so I can't make a proper comparison. But I've learned a lot about managing people here.

What's the biggest thing to get right?

The way you talk to people. When you need to discipline someone or get them to do something, talk to them in a supportive way. In the West you can often be more direct. Here, that doesn't work.

What happens if you're too direct?

Loss of face is a very big deal in Thailand. Tell someone off bluntly in front of their colleagues and they would most likely quit that same day. It's simply unacceptable.

If you do it privately, in an office, you might get away with it and they may stay. But they'll be on guard around you from then on.

How do I keep good staff for years?

• Pay above the average.
• Incentivise. Our staff get bonuses for things like good attendance, Google reviews and good customer service. (Here's how we handle reviews.)
• Create a friendly atmosphere. I'd go as far as to say almost a family atmosphere.
• Be someone people want to work for. This is the one a lot of people get wrong. Thais like to work for people they like: people who are kind, thoughtful and generous, and who don't lose control of their emotions on a whim.

Some of our team at Hemingways have been with us since we opened, and I think that's why.

My advice if you're hiring Thai staff for the first time

It takes a lot longer than you think to build the team you want. Expect very high staff turnover in the early days of any business, and often you won't know why. Something just doesn't suit them, whether it's the company, the location, the salary, the boss, or even the staff food.

People will come and go. Eventually a few will fit and stay, and you might not know why they stay either. Maybe they've just moved to a room within walking distance. Then you build on that core team, and that can take a lot longer than you'd expect.

If you're thinking of hiring from abroad, read my advice on hiring foreign staff in Pattaya, and for the bigger picture, starting or buying a business in Pattaya. And if it's a restaurant you're running, here's what I've learned running Hemingways.