That could be my Dad!

Many a day I can remember sitting in a restaurant or coffee shop with my Dad and if the service wasn’t up to snuff, he’d begin getting upset and complaining right away.  

More than once, I’d ask him, “Dad, have you ever worked in a restaurant before?”  To which he would respond, “No, but how hard can it be to carry food?”

It really struck me during those conversations that to a customer it looks like what you do in your business looks easy…if you do it well.  And why shouldn’t it?  They are your guest, it is not necessary for them to know or understand how you do what you do, it is just necessary for them to enjoy their experience in your establishment, no matter what kind of business it is.

The Essential Lesson:   Make sure every one of your associates always remembers:  Our guests do not need to see who is behind the curtain making things happen for them.  They just need to receive a wonderful experience…every time.