December 30, 2010

Serving Customers: The House of YES

Choose Wierd Fans to BE DiFFERENT 
Dead or Alive: How Would You Rate Your Customer Service 
The Customer Charter of Rights

A sign that reads The House of YES sits above the kitchen area of every Cactus Club Restaurant in Canada.

Recently, I asked a Server what it meant to her, and here is what she said:
- their mission is “Every Customer Leaves Happy”
- their culture is to “say YES” to whatever their customer wants;
- if someone wants something that is not on the menu the kitchen will happily make it;
- if the customer’s request involves an ingredient that they don’t have, they will run out and get it. For example a special drink that requires a liquor not in stock. They will go to the Liquor Store and buy it. WOW!
- she is empowered to make whatever decision is needed to “say YES”
- her manager is there to support whatever she does. Management’s role is to make it easier for Servers to Say YES, not to give them orders.

A Servant Leadership Strategy for any organization is tough to achieve. It requires frontline serving behaviors that are supported by Management. Cactus Club has figured it out.
Nice job!

Cheers,
Roy


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Strategy Creation | Serving Customers | DiFFERENT or dead? | Permalink
Posted 12.30.10 at 05:58 am by Roy Osing | Read Comments (0) | Leave a Comment