How do you create a culture of service? I took my son to lunch yesterday at a local place known for excellent service, with the goal in mind of learning what it is that makes this place so special.
Many times, a good experience does not equal a remarkable one. In some cases, it may even take a bad experience made right for a great service culture to shine through. So my mission was to find out why this particular location has guests buzzing about service.
These are the “little things” I noticed during our visit:
My major impression of the visit was that this place has service built into its very core. This is a family-style Mexican cafe, but with 5 star service. What struck me was that even the employees who don’t typically face customers are clearly given some kind of service training.
I know that service is built into their culture, but I do not yet know how. (I am on another mission to find out.) In the meantime, I’d like to hear our readers’ thoughts on creating a culture of service. How do you do it? Does it reach all the way from management to back of house staff?
Check out these videos from Ritz-Carlton on “The Art of the Craft” for a great example of service culture.