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Below “Since the roll-out of ourCustomer Mania training program,I’ve noticed a difference in our TeamMembers. They really understandwhat it means to put the customerfirst. I really think they felt they caneach make our customers’ experiencein our store the best it can be.”Cheryl Richardson, RGMPizza Hut/Taco BellLeft “Customer Mania makes this an excitingplace to work and an exciting place to servecustomers. I love talking to our customers. Whenthey smile, it makes us smile too. It has broughtus closer to our customers and to each other.People take more pride in their work and havemore fun doing it.”Josh Dringenberg, Team MemberKFC, Harman Management“Customer Mania to memeans that a smile is thefirst thing they see. I takegreat pride in making suremy customers feel athome.”Kelly Holsclaw, Team MemberLong John Silver’s/A&WAylwin: What is the toughest part of your job?Alfredo: When we’re busy it’s great. Everyone is in place; they’ve been fully cross-trained to step in and take over whensomeone else on the team needs help. The drive-thru is zipping along, the lobby is full and the orders are flying.That’s what makes our job the most fulfilling. The toughest part of the job is managing hours when sales are slower —typically late afternoon between lunch and dinner crowds. If you don’t watch it, that’s when the team can lose its focus.Mike: You know, as a manager, you have to practice Customer Mania with the customers but you have to practiceit with your Team Members, too. You have to be just as alert to their needs as you do your customers’ needs. It canbe a pretty tough balancing act sometimes.DeVonne: The job of an RGM is incredibly complex sometimes and you are the one who has to deal with all thechallenges — from personnel to operations, you have to make sure everything works right all the time. I’d say justbeing the one who makes sure the place keeps hopping is the toughest part of my job.Aylwin: How are you reducing Team turnover to drive more consistency for our customers?Mike: Customer Mania has provided us with a super edge in hiring great Team Members and in keeping the greatones we’ve put so much effort into training. We’re building a reward and recognition culture, one that gets ourteam pumped up and excited about satisfying each and every customer. It’s a great culture we’re creating and itmakes a big difference in the store day to day and makes people want to stay.Alfredo: I agree. We have a very positive attitude in our restaurant, due largely to Customer Mania. My job isdifferent with Customer Mania and the Team Members feel more positive about their jobs too. Not having toconstantly deal with turnover issues has made me a better manager.22.