A black face-towel hides the dirt when you wipe off make-up while a white apron exposes the smallest tomato sauce stain. What we don't see, we think we can get away with.
Polishing cutlery and glassware are normal tasks for servers, and are clearly visible to customers in the restaurant. A manager checks the set tables before and after service to measure their work.
What about small incidents that we don't notice repeated over time? For example when a customer is greeted with "no we're fully booked", a dirty menu, linen napkin that lints, or "not my department". Referred by Seth Godin as "little cuts", these are not emergencies so they are not brought to the attention of Managers but become the root cause of a business to fail.
Dig deeper than the surface, paying attention to the small details will separate your business.
No comments:
Post a Comment