Pret a Manger vs. The Ritz-Carlton - Part 2

A further similarity between key business practices between Pret a Manger (UK sandwich shop) and The Ritz-Carlton is in the area of empowering employees. After all, given their focus on hiring for character, doesn’t it make sense to allow these great people to do what they do naturally (with some guidelines of course).

Like The Ritz-Carlton, they are also empowered to make sure the customer is satisfied.

At Pret a Manger, each team member is empowered from their first day at work to make their own decisions. For example, if you complain that you didn’t like your coffee at your local Pret, it is up to the team member you speak with, to decide how to resolve the situation. If you are spotted struggling with bags, team members are welcome to leave their post and go and help. It’s a question of using the common sense and respect that Pret looks for when it hires people.

Jay Chapman, Head of Communications, says, “It’s not uncommon to find that if you’ve been to Pret for your lunch every day for a week, the person behind the till will recognise you and decide to give you Friday for free. The manager keeps an eye on things, but overall the team members are empowered to make their own decisions”.

Result, Pret’s customers are happy. On average, 60% of feedback received by the Pret a Manger customer service department is either positive or neutral. Pret has not only succeeded in engaging their employees but their clients as well.

And why not? Jay’s philosophy is “If you treat your employees well and involve them in the decisions that will affect them, they’re much more likely to be engaged in carrying out the effects of those decisions.”

It comes as no surprise that both companies have both high employee engagement and high customer satisfaction. When you hire the right people for the job -- and then let them do the job, you will have happy, engaged staff, and it turn happy, satisfied customers.

Check out the full article if you haven’t already done so.

Cheers!

Bill's passion is exceptional customer service -- internally and externally. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand values and deliver an intentional customer service experience that exceeds expectations.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/