Like Sgt. Joe Friday on Dragnet, Invision asks its shoppers for a similar scope of information: Just the facts! Our shoppers are trained to provide a fact-based, first-person account of their guest experience, and our editors are also mindful of the strong connotations carried by certain words and phrases.
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!
It's more than the cash missing from the drawer! Unfortunately, one person stealing often means others are doing it as well. Equally devastating is the long-term impact on your staff that, willingly or not, becomes part of a “theft culture.” Organizations that allow theft to continue and make little effort to prevent it, silently signal to their staff that this behavior is allowed. Other bad behaviors quickly become the norm, and morale sinks with it.