CUSTOMER SERVICE IS JOB #1
Hello, I am Tom Aldridge, the president of Aldridge, Inc. My
experience with George Webb started 35+ years ago when I began as a
dishwasher, then a server and cook, a manager, and eventually an
owner. I learned a lot along the way. I would like you to do your work
in the way that I prescribe in our training. Why? Because I have
learned the fastest most efficient ways to do the job of being a
server and cook at George Webb. So please follow me through our
training and learn my way of doing things. If you do, I guarantee you
purpose is to serve the customers in the fastest, most friendly and
accurate way possible. Lots of restaurants have good food and good
service. In today's world, if we are to compete, we have to focus on
our customers at all times. So, is your focus on you? Then forget this
job, because your focus needs to be that of the customer at all times.
"Our mission is to serve our customers in
the fastest, most friendly way we can."
busy world and everyone expects instant service! So follow me through
a hypothetical few minutes working at a George Webb.
- You're out front cleaning and wiping
- A customer walks in. You say "hello the moment the door opens
and say please sit wherever you like.
- You ask, "are you having coffee?" You get the coffee and serve
- A group of two more customers arrives. You say "hello, I have a
seat right here and are you having coffee?". They say Pepsi. You
say, "okay, I'll be right there".
- You take the first customer's order. You enter it in the POS
system. You return with the soup he ordered. You make your way
towards the second group and deliver their Pepsi.
- On the way to serving the Pepsi, another group comes in. You say
"hello, please sit where ever you like, are you having coffee? You
say "Yes, okay, I'll be right with you".
- You return to the second group and take their order. You enter
it into the POS system.
- You see the food is ready for the first customer. You serve the
order and ask if he needs anything else.
- You approach the third group. You say thanks for waiting, are
you ready to order?
... and so it continues all day. And in between, you clean and
stock. Can you do it?