1. Lead by example.
2. Get in the trenches…share the struggle!
3. Do the the things that you say you’ll do, and that you have committed to doing.
4. Make each person that you talk to on your team feel like they are the most important person in the room.
5. Have a good attitude, and view the events that occur as opportunities for growth.
Here’s a short video of Mark Sanborn, at a speaking engagement for Buffalo Wildwings. Interestingly, he speaks to “Four Ingredients of an Elevated Experience:”
1. The Guest Always Receives Value. This means the Guest gets what they expect, even if their expectations aren’t right.
2. Surprise the Guest. If something was “as expected,” then its just “value.” However, if the Guest receives service or product that was not expected (in a pleasant way), then the guest is pleasantly surprised (and they will tell stories about your organization).
3. Your Job as a GM, Franchisee, or Manager is the Management of Guest Emotion. The question is: “Did the Guest leave happier than when they came into your restaurant?” If they did, they’ll promote you (i.e. become a net promoter). THIS is the lifeblood of a brand…because Guests won’t simply tell bullet points about you, they’ll tell a (positive) story about you, and usually along the lines of “You MUST try this…” or “You MUST go there….”.
4. Guests Want to be Insiders! So know them. Know and use their names. Know and mention their “usuals.” Guests want credit for their loyalty!
A short but informative video. Please note in particular, the “4 Customer (Guest) Experience Core Competencies.” They are described here as:
1. Purposeful Leadership: happens when leaders create a clear vision and act accordingly
2. Compelling Brand Values: having a strong sense of your brand’s values, which drives “who you are”
3. Employee Engagement: disengaged employees cannot create engaged customers (Guests); if you want employees to consistently deliver a great customer (Guest) experience, then they need to be valued, supported, and buy into your mission
4. Customer (Guest) Connectedness: in order to deliver on the needs of the customers (Guests), you must first understand those needs, Customer (Guest) Connectedness is about ensuring that all of your decisions are based on a deep understanding of what customers (Guests) are doing, thinking, and feeling. This takes a lot more than just using surveys
Customer Experience is not a veneer, but a reflection of the company’s culture and its operating processes (“Brilliant at the Basics!”)
If a company wants to build sustainable differentiation (from its competitors), then it will need to create a customer (Guest) centric organization.
Many are commenting that last week’s convention in Tampa was the best in our company’s history. It was full of energy, enthusiasm, and motivation. As an example of that, check out this hype video from the convention, which includes our President, Bryon Stephens.
It’s Good to Be Us!
Dr Mitchell Adler, PsyD, CGP, presents on Emotional Intelligence at the 2014 UC Davis Executive Leadership Program.
Marco’s University is proud to announce that we have selected our Learning Management System and eLearning content vendor: Expand.
Expand is an Akron, Ohio based company. Our relationship will forge a strategic partnership that will help project Marco’s into not just a steeper growth curve, but an even steeper Quality curve. More to follow on this exciting partnership over the coming days and weeks, but for now, here are a few videos to help introduce you to Expand and what they’re about.
Some ideas/ suggestions on how to upsell without becoming an annoyance.
A bit long, but worth viewing.
Yet another interesting look at how other organizations train Guest service. In this case, its a video of “Dont’s” from Chick-fil-A. What are your thoughts on the things you see here?
Here’s an interesting look at how a leader in the QSR industry capitalizes on its organizational culture to grow, and select, future restauranteurs. If you doubt the value of organizational culture to the success of not just the organization, but its people, then take a look at how Chipotle uses it.
…although not specific to Marco’s, or even to the pizza industry…some good pointers here
What’s your opinion: is there a difference between Managers and Leaders?
Here’s Scott Williams’ take on it…
Ken Blanchard: The One Minute Manager.
To Lead People Is to Be Servant Leaders.
The effect you have on others is the most valuable currency there is.
I don’t believe in hope. Hope is a beggar.
We fall when we don’t believe! Those who believe in themselves, who believe in their team, and who dedicate themselves to fulfilling their dreams will succeed.
People will forget what you say; they’ll forget what you do — but they’ll never forget how you made them feel.
~ Carl Buechner
This is a nice short video on building engagement within your team by finding the Engagement Sweet Spot.
We recognize organizations with outstanding leadership and learning (or training) programs when we see them, and among the best in this field is Chick-fil-A. In this video, New York Times Best-Selling Author, Dr. John C. Maxwell, speaking at a Chick-fil-A leadercast, explains the Five Levels of Leadership.
Dr Maxwell presents valuable examples and raises a lot of points that could be immediately applied to many of the situations we face on a daily basis. Please share your thoughts on Dr Maxwell’s description of the Five Levels of Leadership, and how understanding them might be helpful to you and your crew(s).
The Marco’s University L&D Team