December 3, 2014
Good Morning and Welcome to The OSAT Renaissance Project - a Daily Boost of energy, excitement and information to help lead OSAT higher to the absolute benefit of our customer!
I want to talk about Trust this morning
Trust
Now what does Trust have to do with OSAT (Overall Satisfaction)?
I think it has everything to do with OSAT.
I don’t watch a lot of TV but lately I have become addicted to watching Kitchen Nightmares and Bar Rescue. These two programs are very similar to each other. In Kitchen Nightmares Chef Gordon Ramsey goes into failing restaurants and tries to turn them around. One of the big thing he emphasizes is that the customers must trust that the food is what it says it is - meaning the quality, the freshness must be there…the cleanliness must be there…food safety procedures must be handled properly. These are all trust factors that translate to a positive experience for the customer.
In Bar Rescue, John Taffer goes into failing bars and does the same. He emphasizes that the bar customers must be able to trust that the bartender is mixing drinks properly, stirring the drinks properly to make sure they don’t dilute, the food service is done safely with fresh products.
Trust
It goes hand in hand with the customer experience
Our customers must trust us and our operation in order to have a Highly Satisfied Experience.
They must trust that our products are fresh
They must trust that our products are in date
They must trust that our shelves, counters, coolers, register belts are clean
If they have this trust then they are comfortable to shop and choose anything we sell and be HIGHLY Satisfied.
Trust also goes between us and our associates
Our associates must trust that we are doing what we need to do to make them successful - creating an environment where success can happen
Our associates need to be able to trust us to be fair and consistent in our behaviors
That we are leading in a positive fashion
They need to trust that we always have the best interest of the business - and therefore their working environment as our goal
Trust goes hand in hand with OSAT
Also - you must trust yourself to make the best decisions. You know your store, your associates and your customers. Trust yourself to make the best decisions you can make
Trust and OSAT go hand in hand.
Our customers need to trust our operation. Our associates need to trust us. We need to trust ourselves.
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