A lot of companies have customer service rules. Here’s what I like about Max’s.
1. According to the post, a copy of the 20 laws is given to each customer when they receive their menus.
2. They’re written in every day English, not corporate speak.
2. While most are serious, a few are irreverent, yet still true.
Max’s doesn’t have any restaurants in my stomping grounds, but I bet by giving them out to every customer, the employees take them more seriously. (Normally, I’d have already linked to Max’s Web site, but there’s nothing there other than this incredible picture. It sets my mouth to watering.)
Mark and Michael over at Managers Tools like to make their management podcasts “actionable.” Let me make this post actionable. First, ask yourself what a similar list of rules would look like for your business. Jot down some of them. If you’re a regular reader you know I’m an advocate of employee empowerment so don’t try to create the entire list. Get some or all of your employees involved. (Use your sales techniques to demonstrate what’s in it for them.) Chances are, they’ll give you great advice AND be advocates for these rules when they’re ready to go company wide.
If you have a larger number of employees create a plan for marketing these rules to your employees. Encourage feedback. Someone not involved in the original group might have a great idea.
Spread this virus: Earlier this week the US Surgeon General announced that there was no doubt that second hand smoke was dangerous to nearby nonsmokers. If you’d like information on how to pass a smoke-free ordinance in your community, contact the American Cancer Society.