Get Out of the Ivory Tower
Popeye’s
Chicken & Biscuits is a popular chain of more than
1,300 restaurants in 20 countries. They promote understanding
between the people in head office and those in the restaurants
with a range of vigorous and innovative programs.
In addition to a Customer Hotline and Mystery Shopper
Program, they have a program called ‘Getting In
Touch’.
'Getting In Touch’ helps staff from the Support
Center (i.e. Corporate Headquarters) understand what
day-to-day life is like in the restaurant. Support Center
employees attend a two-day training session where they
learn the basics of each restaurant station, including
preparation, batter-frying, seasoning, counter and customer
service.
They work at least one eight-hour shift in a restaurant
each year, serving customers and spending time one-on-one
with the Restaurant Manager.
Everyone at the Support Center gains hands-on appreciation
for what happens in the restaurants every day. As a
result, new programs, policies and procedures from the
Support Center to restaurants in the field are appreciated,
appropriate and effective.
Key Learning Point
To understand their
staff and customers, those who work in head office must
also spend time in the field.
Action Steps
Get your headquarters
staff out of the Ivory Tower and into the trenches where
real customer contact happens. And
think carefully about what you call the Corporate Office.
Popeye's calls theirs the Support Center. What do you
call yours?
Next Article in Customer Service Contact >>
Connect to Your Customers Through Your Customers
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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