There is no question that times are tough and it seems as though everyone is looking for something to distinquish them from their competition. If there is one thing to be aware of, numbers prove it’s the little things that are keeping customers – and employees – satisfied.
In the fast-food business, average employee turnover is somewhere between 300-400%. So, what is about the British-born fast food chain Pret a Manger, where average turnover is a remarkable 60%?
All signs point to their simple and unique training program and management philosophy which is rooted in ensuring employees are consistently focused on making sure customers enjoy more than the food they’re purchasing, according to a recent New York Times article.
With a sagging economy, it is amazing that Year-to-date profits at the chain are up 37%!
Some of the everyday maxims Pret a Manger emphasizes that every service department can benefit from:
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Numerous employees and managers work the counters during peak hours, so there’s never a long line or wait for service.
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A hospitable greeting that extends the notion the company isn’t only there to fill your order, it wants to ensure you leave happy and satisfied.
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Cheerfulness and enthusiasm play a huge role in determining who gets hired and promoted, which gives employees a constant incentive to stay on top of their game when dealing with customers.
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Potential candidates are sent to a local outlet for six hours after which it is the employees – not management – who vote on whether the candidate would be a “good fit” for the location.
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Employees are aware the company will regularly send in “shills” whose job it is to assess whether the staff is providing pleasant, prompt and reliable service. If the location gets top marks (more than 80% of them do), all of the employees at that location are awarded a $1 an hour bonus in their paycheck that week.
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Managers are provided a substantial monthly budget to spend on rewarding employees for good work.
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When employees are promoted, they are awarded a specific $ amount in vouchers, which they cannot keep for themselves. They are instead asked to choose employees who were particularly helpful along the way, and divide the vouchers among those employees.
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Leftover food is donated to local food banks at the end of each day, which increases each Pret a Manger’s standing in the community, as well as its reputation for philanthropy.
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Deliveries are made on foot (to avoid the jarring, spilling and poor presentation caused by delivering via bike), and hand-delivered at all times.
All of this is combined with continuous ongoing training that maximizes the chance each of these lessons will stay with employees, regardless of how long they’re with the company.
Source: “Would You Like a Smile With That?” by Stephanie Clifford, New York Times, 8/6/11.
