The last thing you need or want one of your employees saying is:
“I’m not allowed to do that – it says so in the manual”. You need
to go through countless examples and scenarios so that they can
understand that ultimately they need to use their common sense.
If a customer wants his cappuccino in a latte mug then give it to
him. If a customer wants you to sing them a song then sing them a
song if it makes them happy. But this approach requires a lot of
training. Your staff will need to be constantly informed of exactly
what your ethos is and where to draw the lines. Some customers
will “try it on” (although always less than people think) and you need
to make sure that you have made it clear how to deal with these
situations.
92 .Wake up and smell the profit