The service secret

You know how we are always being promised great service by the businesses we deal with but we never seem to actually get it?

Well, there is a way that every business could always deliver the service they promise.

And how’s that?

Steal from, or rather copy, a company that does!

Let me explain. I’ve just spent a few days with my sixteen, going on seventeen, year old grandson who is still at school. Like many teenagers he wants some money for independence (and to buy a car!) so he has a part time job at one of those fast food chains.

And there he learnt their way! Their way to deliver great service.

So, here’s some of the pointers that helped him do things the way they were done around there.

• Great training… they showed him exactly what to do, how to do it, got him doing it and observed him doing it (so they could nip any mistakes in the bud).
• Clear non-negotiable rules… he had to buy his own uniform and cap, too (so he values it), look smart and fresh (only one uniform so he had to go home and wash it after every shift) and never turn up without it (if he did, he didn’t work).
• Accountability… if he couldn’t work his shift he had to find his replacement.
• Opportunity to earn advancement… told him he was being observed for promotion over a few weeks, then he had to make out his case to win it in a face-to-face interview with management.
• Recognition… on earning promotion got a new uniform (paid for by himself of course) that lets the team know his position. And a title too, no longer just a team member.
• Reward… an extra 72 cents an hour on promotion (trifling but valued!)

Wouldn’t it be great if every employer set the standards for their team members like this?

Service would not just be great but f-a-n-t-a-s-t-I-c!