A smile just might be worth a million bucks after all. At Pret a Manger (which means “ready to eat” in French), a fresh take on delivering cheery customer service converts to cash for the $534M chain of British-owned sandwich shops. When so many businesses struggle to keep customers coming back and staff motivated, how is it that Pret a Manger blows the lid off what is expected? An article in the New York Times titled “Would You Like a Smile With That?” investigated.
According to the New York Times, Pret a Manger puts the money where the mouth is – the face of its employees. When employees are cheerful to customers, and to each other, they earn cash rewards. When one employee is rewarded for reaching a milestone or earning a promotion, the company requires him to give the money to fellow coworkers who have helped him succeed. So it’s in everyone’s best interest to help each other. Pret stores as a whole are rewarded for earning high mystery shopper scores. Pret managers award “Wow” cards with tantalizing scratch-off prizes like iPods to deserving employees. The rewards are hard earned.
Pret employees go through a rigorous training program that includes written quizzes. They’re also empowered to hand free drinks to customers and get busy tackling any job that needs doing – whether it’s their job or not. But the true test comes when new hires are sent to work at a store for a day. Employees vote whether the person stays or goes home – hopefully still smiling with no hard feelings.
Jacki Sturkie
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