Consistency is Everything!
A new cafe just opened up two blocks from my house – the girl and I have been quite excited as it was being remodeled. It has been open to the public for the past couple of weeks, even though they have a sign posted as saying that it isn’t “officially” open for yet a couple more. We went to the cafe last night and had an amazing time – excellent service, great food, good atmosphere for productivity (she hates the florescent lights, but at least they keep you awake…) – so I decided to go back today, to get out of the house and try and get some writing done that I’ve been procrastinating.
What a difference. Surly, unhelpful people (the day you can be “cool” and helpful will be a happy day indeed), unwilling to make the same food made the night before (“Well she wasn’t supposed to do that…”), and just a general contempt for the customer.
Empowerment of your staff should be taught as rule No. 1 in every lesson plan on starting a business. How could the extra pennies those roasted peppers I wanted be worth the bad taste in my mouth? Instead of a glowing recommendation to my sphere, it drops to a shrug.
