Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

Front Line Talent Matters



Lots of companies don’t pay enough attention to the people they are hiring to interact with their customers. Thankfully Pret a Manger does. Last week I made a quick stop at their downtown location to grab a cup of coffee. I quickly ran off to use the restroom, while the barista was making my coffee. Imagine my surprise when I returned and he handed me my coffee, along with the $17 worth of change that he had waiting for me. (Did I mention that I was in need of caffeine?) This gentleman could have easily pocketed the change, but he didn’t. I thanked him profusely and while doing so, he told me the next coffee was on him.

I immediately sought out the manager and took down the information so that I could let the corporate office know that this guy was a superstar. Would I be saying the same thing, if this guy worked for you? Your front line people matter. Well, at least they do to me. No doubt I’ll be making this a regular stop on my way to visit my downtown clients.

This entry was posted in Customer satisfaction, Employee Engagement, Talent Acquisition and Retention, Talent Maximization. Bookmark the permalink. Follow any comments here with the RSS feed for this post. Post a comment or leave a trackback: Trackback URL.

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