Reminded me of course of my Aussie friends' delightful insistence when first arriving in London on pronouncing that great sandwich place as Pret a Manger- rhymes with hanger (say it out loud with an upward intonation at the end and you'll crack it!)
That and the 500 new jobs Pret are creating aside, the profit boost is a cracking endorsement of Woodreed's favourite and much vaunted 'Service Profit Chain'*. We often cite Pret in the client workshops we run as a great example of an organisation who gets the importance of a healthy internal culture which is firmly grounded in their brand values. So it's great to see yet more hard evidence for why this matters.
The Guardian writes "Service at Pret tends to be better than in comparable chains. Staff smile, chat a bit, make life marginally less horrendous...Pret treats its staff better than similar organisations do. Mystery shoppers visit every branch every week and report on the service they experience. If a branch is awarded "outstanding", as about 86% are each time, every member of staff gets an extra £1 for every hour they've worked that week. The reward is for service rather than sales."
The knock-out punch is in the final line - the reward is for service rather than sales. So there you have it - engaged employees deliver bottom line profit - FACT!
Read Guardian article in full *The Service Profit Chain - James Heskett et al
No comments:
Post a Comment