SPY ON THEM

YOU’RE ON STAGE

CREATE SOMETHING

WHAT DID THEY SAY?

OWN IT

ANTICIPATE

KNOW YOUR PRODUCT

BE PROUD

ASK YOURSELF

Our behavior, our attitude, our facial expressions and energy influence our customers’ decisions. When you worry or are bored your face will reflect the emotion. Be happy!

When you are in our uniform you are on stage. When in customer view you are on stage. Your energy, attitude, actions, expressions and speech should reflect this.

When you are not engaging with the customer engage with your team. Have fun, talk to each other, and learn about each other. Create a fun positive environment.

Ask questions and listen to the answers. Engage on a personal level.

Own the customer’s problem. Go beyond to find a solution even if it’s not your job. Listen apologise and empathise. Take ownership of the problem and thank the customer for bringing the issue or concern to your attention.

Predict what the customer wants and give it to them. Predict what they don’t know they want and give it to them.

EVERYTHING!

If you see something that is out of place fix it. If it’s trash pick it up. If it’s broken remove it. If a team member is down… pick them up.

Before you come on stage ask yourself if you are in the right space – mentally and physically – to have fun, create positive energy and make a lasting impression on our customers.

Learn the customer’s name and where they are from. Learn something personal if time permits. Always look for the opportunity to help.2

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CUSTOMERCOMMITMENTS

BEAT THE GREET When a person approaches within three metres of you, acknowledge them with eye contact and an engaging smile.1

DON’T WORRY BE HAPPY

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