December 2014

How do I train my staff to respond the way I would?

Consider this: If guests wait a long time for a table, and the Manager sends over a complementary round of drinks, with gracious thanks, the serving staff will likely react with the same sense of “making the customer happy” and may feel equally empowered to follow through in kind. Similarly, a Manager oblivious to his guests’ frustration sets a poor example for his staff on how to treat guests. In the absence of clear communications on the subject, the staff will act on their own assumptions of how best to handle the situation. Let’s hope it’s better than the oblivious Manager!