Case study: Pret a Manger
Upmarket sandwich chain Pret a Manger is well known for its high level of customer service.
So what secret ingredient has Pret a Manger got that others haven't? Head of recruitment Esther O'Halloran said first and foremost it was important that the right people were recruited for the job.
"Employers need to involve more people in the decision-making process when it comes to hiring people," Esther said.
"We have a two-stage process. The first involves a competency interview where not only do we ask the interviewee questions but also we ask them how they would react in certain situations and find out what motivates them and what they dislike about a job.
"At the second stage we ask them to come in for a trial shift. We team them up with a buddy and let them work in different areas of the shop.
"Then at the end of the day we ask the team questions about how that person handled everything. Then there is a deciding vote. Every single member of the team has to agree. But people can't say no for the sake of it - we do really dig to find out why so that it's fair."
And when staff are on board it is important to treat them well, according to Esther.
"At Pret a Manger there is a fun atmosphere. Everyone is valued and most importantly team members are encouraged to be themselves, rather than trained to be robotic. They are also rewarded well for any ideas they come up with which could change the business for the better.
"It's also important to train staff fully. Staff here are told to serve customers within 90 seconds, to greet the customer, to check that they have the right purchases and to place change in their hands not on the counter.
"These simple things make all the difference."
Some pointers to make your staff feel valued:
- Pay them well (at Pret a Manger pay increases after a 10-day period, a three-month period and when an employee is promoted to a team leader)
Involve as many people as possible in the recruiting process
Allow staff to be individuals - don't teach them to be robots
Encourage ideas and reward them well
Give staff breaks before the lunchtime or evening rush so that they are refreshed
Encourage a customer feedback procedure and mystery visit programme
Create a team buzz through team nights out
Give newcomers a trial shift before taking them on permanently.
