Leader's Guide FOR PREVIEW ONLY

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Note: Most likely, your team will say something like: “Because they didn’t get thebirthday song as they expected.” Continue discussion with the following questions tohelp your team understand that the parents were upset with the lack of consistency andthat Farrell’s didn’t meet their expectations.ASKDo you think Alex’s parents would have been upset if Farrell’s was not known forthe practice of singing “Happy Birthday” to its patrons? No.So can we say that Alex’s parents were upset because Farrell’s wasn’tconsistent? It didn’t live up to its reputation? Yes.SAYqqqqThe good news is that Bob Farrell made it right by encouraging the wholerestaurant to cheer and sing to Alex.Alex’s parents continued to be loyal customers after that.Seventy percent of upset customers will do business with you again ifyou resolve the complaint in their favor.The percentage of upset customers who will do business with you againif you resolve the problem on the spot is even higher.ASKLet’s see a show of hands: Who believes that percentage rises to 100 percent?95 percent? 85 percent? 75 percent?EXPLAINA full 95 percent of upset customers will return to your business if you resolve theircomplaint on the spot.Activity: Are We Consistent?TELLGive groups a couple minutes to discuss the following questions:22
ASKIn what ways do our customers count on us to be consistent?In what ways are we sometimes inconsistent?RECORDWrite the answers on a flip chart page.Note: If applicable, discuss how to become more consistent.EXPLAINConsistency is about giving customers what they expect. And the team that workstogether well makes it easier to be consistent. It is important to recognize that thecustomer who was upset about not getting an extra pickle for free had a new set ofexpectations based upon the “extra touch” or outstanding service of previous waiters.Once you start giving out “Pickles” it is important that the entire team live up to the newstandard -- every day.KEY PRINCIPAL #4 – TeamworkPost flip chart #12: Drawing of a wheel with spokes and center hubASKAny ideas on how this picture of a wheel represents our business?EXPLAINqqqqThe rim is the company.The spokes are all the jobs (front-line and support).The center hub is the manager.SAYqqIf spokes are missing, or some spokes are aligned and others are not, thewheel will wobble.If the rim is bent, the wheel will wobble.23
Page 1 and 2: Leader's GuideFOR PREVIEW ONLY1
Page 4 and 5: Section 1- Getting StartedAbout Thi
Page 6 and 7: Preparing for Your MeetingPrior to
Page 8 and 9: SERVICE SMILESThis is a simple way
Page 10 and 11: Section 2 - Conducting the MeetingI
Page 12 and 13: Giving Away PicklesPost Flip chart
Page 14 and 15: Do you think this customer shared t
Page 16 and 17: What can we do to ensure that servi
Page 18 and 19: This statement is not literal. It r
Page 20 and 21: SAYWe all have bad days. But we hav
Page 24 and 25: qqIf the center hub doesn’t suppo
Page 26 and 27: oThe customer may have nowhere else
Page 28 and 29: Personal Action PlansDISTRIBUTEGive
Page 30 and 31: Section 3: Class AidesIncluded in t
Page 32 and 33: PICKLE! StoriesPickle Stories from
Page 34 and 35: Self-Assessment - Front-line Employ
Page 36 and 37: "But, what About..." HandoutDISCUSS

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