Training and customer service go hand in hand

By: M. Scott Morris | 4,698 Reads | 42 Shares

%3Cp+dir%3D%22ltr%22%3ESuccessful+multi-unit+franchisees+will+take+wisdom+wherever+they+find+it.+David+Plait%2C+a+Michigan-based+Hungry+Howie%27s+franchisee%2C+recently+found+it+at+the+breakfast+table.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EHe+asked+his+wife+Kimberly+her+thoughts+on+customer+expectations.+She+told+him+that+she%27s+always+looking+for+value+at+a+restaurant%2C+grocery+store%2C+or+dry+cleaners%2C+but+she%27s+more+concerned+with+how+she%27s+treated.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3E%22I+said%2C+%27Does+that+mean+if+things+don%27t+go+exactly+as+you+want+at+the+dry+cleaners%2C+but+the+person+behind+the+counter+is+pleasant%2C+you%27re+still+okay+with+that+experience%3F%27%22+Plait+recalls.+%22And+she+said%2C+%27I+am.+Mistakes+will+happen.+What+I+can%27t+tolerate+is+somebody+on+the+opposite+side+of+the+phone+call+or+the+opposite+side+of+the+counter+not+recognizing+that+I+decided+to+come+here.+I+could%27ve+gone+somewhere+else.%27%22%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EPlait+says+Kimbery+explained+the+franchise+owner%27s+duty+better+than+he+could%27ve+done.+Price+and+quality+matter%2C+but+in+the+competitive+business+world%2C+fortunes+turn+on+meeting+and+exceeding+customers%27+expectations+about+how+they+should+be+treated.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3E%22I%27ve+seen+many+great+minds+go+around+and+around+with+this+issue%2C+but+she+touched+on+it+almost+immediately%2C%22+Plait+says.+%22It%27s+the+personal+touch+that+truly+matters+most.+Today%27s+consumer+is+looking+for+service+and+an+experience.%22%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EThe+goal+is+to+make+sure+every+team+member+knows+what+high-quality+customer+service+is+and+how+to+deliver+it.+Plait+says+older+workers+at+his+restaurants+are+likely+to+understand+because+they%27ve+been+in+the+workforce+and+know+what+works.+However%2C+younger+generations+respond+to+specific+training+on+how+to+make+customers+feel+like+they+chose+the+right+business+to+frequent.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3ETo+be+fair%2C+Plait+says+younger+workers+come+in+the+door+with+their+own+set+of+benefits.+They+innately+understand+the+importance+of+Yelp+or+Google+reviews+while+older+workers+aren%27t+always+concerned+about+online+reviews.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EPlait+and+his+managers+used+to+bring+new+employees+in+on+a+Friday+night%2C+otherwise+known+as+family+pizza+night.+The+point+was+to+expose+them+to+the+pace+that+the+busiest+times+demanded.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3E%22We%27ve+realized+that+this+newer+generation%2C+for+the+most+part%2C+doesn%27t+respond+to+training+in+a+pressured+environment%2C%22+he+says.+%22We+take+it+more+slowly+now.%22%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EThe+company+created+a+learning+center%2C+which+is+a+collection+of+41+videos+that+cover+most+aspects+of+working+at+a+pizza+restaurant%2C+including+filling+out+a+W-2%2C+assembling+a+pizza%2C+and+providing+standout+service.+Each+video+runs+for+approximately+three+minutes.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3E%22They+watch+the+first+eight+as+part+of+the+onboarding+process%2C+and+they+have+33+to+go%2C%22+he+says.+%22They%27re+paid+to+view+them+because+we+discovered+that+a+percentage+either+didn%27t+view+or+didn%27t+dig+deep+enough+into+the+messaging.+Isn%27t+that+crazy%3F+Is+it+worth+%24150+to+%24200+to+get+them+to+go+through+the+videos%3F%22%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3EThat%27s+a+question+franchise+owners+have+to+ask+themselves.+Plait+says+the+upfront+investment+of+resources+and+time+means+his+team+members+are+more+likely+to+treat+customers+the+way+Kimberly+Plait+knows+they+should+be+treated.%3C%2Fp%3E%0D%0A%3Cp+dir%3D%22ltr%22%3E%22You+know%2C+the+training+and+education+are+to+get+our+team+members+to+fulfill+the+promise+to+our+customers+and+meet+and+exceed+their+expectations%2C%22+he+says.+%22This+younger+generation+of+workers+thrives+on+knowing+that+their+actions+can+influence+the+choices+guests+make.+We+need+to+ensure+that+each+guest%26mdash%3Bour+guest%26mdash%3Benjoys+their+experience+with+us.%22%3C%2Fp%3E

Published: March 6th, 2024