John Miller has an excellent book, “QBQ” about personal responsibility. The mantra of the book as it relates to restaurants is about empowering individuals not to be victims, of the need to take personal responsibility for every customer interaction, touch point, or transaction. Employers should begin every shift meeting, every training opportunity, every conversation with “What can I do…?”, or “How can I help…?”. The words “why, who, and when” have no place at the beginning of any question in your restaurant. The message of personal responsibility is elemental if you hope to have a culture of customer service.
Customer service begins first, last and always with me.
