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Albert does not need to be trained with personal customer data and is ready for immediate feedback classification. -
Bain & Company is a global managementconsultancy. They conduct research and provide advice to large international corporations. They are the founders of the Net Promoter Score®.
As you may already know, Focus Feedback originated from a background in the international hotel industry. Catering-related examples are regularly presented for inspiration. The inspirational stories are too good to keep internal, so we are happy to share it with you!
For this story we go back to the hospitality background of our CEO Dave. He worked with a top chef in a Swiss restaurant. To give you an idea of the chef and the level of his cooking: French fries were out of the question and beautifully laid out plates were the standard. Food that makes your taste buds explode. However, that was not the only thing that regularly exploded in the hotel. The chef himself also had quite a temper. And his food? You should never speak bad about that. The pans and eggs regularly flew through the air after a wrong comment or when something went wrong.
The wait staff, including Dave, served as the point of contact for the guests. They were told their questions and wishes. After again an outburst of the chef, they transferred the guest’s question to the kitchen with lead in their shoes. You guessed it, the chef was blown away by yet another request from those ‘annoying guests’.
Until, one day, Dave transferred the guest’s question to the chef himself. “Chief, table 4 has a question for you”. The Chef grabbed his chef’s hat, put on a clean apron and walked over to the table.
Now that those ‘annoying guests’ were given a face, the attitude of the chef changed completely.
Suddenly everything was possible, even if they had asked for salmon fillet with chocolate sauce, it would be prepared immediately.
The lesson to be learned from this is that once an employee knows who he is doing it for, he is willing to run 3x as hard and to do his best. In this way you create mutual understanding and that ensures greater satisfaction for both guest and employee. How do you involve your colleagues in more than just his or hers own work area? Think about that, it will bring you so much understanding and enthusiasm!
Good luck working on customer enthusiasm!
