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Left “Customer Mania isgiving 100% of your energyand enthusiasm to makingyour customers 100%satisfied — every hour,every day.”Joe Gootee, Assistant ManagerLong John Silver’s/A&WBelow “I’m proud of my work. I make sure thatevery piece of chicken I fry and every product Imake is delicious. That’s because I know thatwhat I’m doing back here is being so wellreceived out in the dining room. And that to meis what it means to be a Customer Maniac.”Amadou Gouzae, Cook,KFC/A&W, Luihn Food SystemsAbove “I have fun and love the people Iwork with. As a Team Member, I love feelingthat I can make a difference. And I can. OurCustomer Mania training taught us that. It’salso about being polite to the customer andtrying to make them feel that he or she is our#1 priority.”Elizabeth Parkerson, Team Member,Taco Bell, Southern Multifoods Inc.help us run our restaurants better. We talked about reducing turnover earlier, and I think the Balanced Scorecardis another great tool we can use to reduce turnover.DeVonne: I agree. It really helps us target our progress. We know exactly where we’re doing well, and where weneed to focus more of our attention. Now that we’re doing CER (CHAMPS Excellence Review), I think Team Membersare even more aware of Customer Mania and its importance. We don’t know when a CER visit is going to happen,so we’ve got to be on our toes all the time. And when we get the results back from the visit, we always sit downand go over them carefully to make sure we’re executing against our standards and delivering on our 100% CHAMPSwith a Yes! program.Omar: The unannounced visits really are a great training tool and great way to recognize my team. I use them as achance to pat my people on the back and show them how important they are. And that I care about them. My teamis important to me. I really like seeing the increased focus on Team Member training and the fact that we’re trainingmore frequently. It makes us better able to give our customers what they want. And that’s what it’s all about. Givingour people the confidence to handle every situation and get better and better at serving our customers.Aylwin: It just shows you, with people like this running our restaurants, putting their capability first and the capabilityof all our people in the system first, satisfied customers will follow and our company will make more money.That’s our formula for success.24.