Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees. Customer service agents. But why would you? How can you delegate the most important thing, building a relationship with your customers, to people who are too often (management’s fault, not theirs) underpaid, under-experienced, under-involved and not empowered? […]


Culture: Un-training staff to act like humans

by Marieke on February 6, 2017

My habit to let the staff or chef choose my meal has some interesting side effects. Not only dare I argue that it makes me enjoy my meal more, it also is a quite interesting thing to see how it confuses staff. Confusion mainly because they are un-trained to think for themselves. Restaurant staff is predominantly trained and conditioned […]