At an industry event a C suite executive at a top rated restaurant chain related a recent "discovery"
On nights where one staff member calls in sick to a restaurant, no replacement is offered - everyone works harder. And, he said, service is not noticeably affected
On nights where two staff members call in sick, a more senior employee (usually a manager or supervisor) from another restaurant is sent to the affected outlet and, service levels increase and customer satisfaction rises
Having observed this repeatedly one of the senior team identified a long term solution
Hire more experienced workers, and pay them better to get better levels of service and happier customers
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