Most important people in your company "The Staff"

Good Customer Service is all about the people in your organization not much the standards you set up. You can have a great Vision and Mission but if the downline don't understand it, they can't put it to work. One way which I have used is, I print out our Vision and Mission on a card the size of a business card. Laminated it and give it to every staff in my department. In our daily pre operation briefing I make everyone repeat our Vision and Mission together in one voice. Then I catch three of them what they understand about what they have read in their own words. Later I will ask them to give an example each. After doing this we received a lot of positive comments. Don't forget to praise the staff that receives the positive comments. This will lift up their spirits but don't always praise the same staff cause this will make them a diva or primadona. He will think he is unreplaceable.

Product knowledge

Make sure everyone in your establishment has the proper product knowledge. They should know what you are selling, the promotional activities and even how to get to your establishment. Don't you hate being pass around when you enquire on something. What will piss your customer more is if the thing they are asking is advertised and your staff don't know anything about it. What I normally do is, every month I will list out all the promotional activities in my place, print it and pass it to staff to keep with them. In it I will put all necessary information like duration of promo, time, price and even the menu. Everyday during our daily pre operations briefing we will catch 3 person, make them read and ask them if they understand.


As for directions, to prevent guest from getting wrong directions thus missing your restaurant, you can prepare some index cards and place them next to your phone. Write out each possible route to your restaurant that you can think off. Use individual cards for individual routes and you can add some more as you go along. This will make it easier for the staff to explain how to get to your place. By having something to relate to the staff will be more confidence to converse online. What we are doing now is creating a FAQ booklet of questions that is frequently asked by the guest. This booklet will not only cover things from our restaurant but also the surroundings. We will give it out to every new staff.