Great service is rarely an accident. It is a learned behavior, and in most cases, a predictable outcome.
Generation Y learns best by watching and mimicking behavior. I hate to break it you, but they feel asleep 140 characters into your training manual or your 30 minute pep talk!
Businesses grabbing market share are demonstrating what EXCELLENT looks like SEVERAL TIMES A SHIFT (not just during the staff induction!).
OK, I know what you are thinking. “I don’t have time to greet customers, take orders, or make a salad with love!” Yet, somehow the best operators in our industry (you know the ones, the folks who are busy on Tuesday nights) find time to DEMONSTRATE EXCELLENCE hundreds of times a shift. In fact, it is what they do with MOST of their time.
I was recently asked, “What if my managers are not EXCELLENT at greeting guest, taking orders or working the line in the kitchen?”
…I have very strong views on this, but before I comment I would like to hear from YOU in the blog comments. Clicking the button below will take you there…
From the road in Canada this week (check the dates beside to join me for an afternoon),