Short recorded dialogue (YouTube) discussing the TRC method for improving guest and team satisfaction. Speaker A asks which TRC tools/strategies help guest and team satisfaction; Speaker B shares an anecdote about a leader literally pulling out the company's core values during an interaction with a customer.
What tools or strategies do you find in the TRC method that really helps you improve that area of, like, guest satisfaction and just basically getting also team satisfaction, too?
My favorite story that I will ever share, and I've shared this one with you, but when we first started in the TRC method and we work on our core values and our mission statement, and we, you know, really preach the core values, and one of our leaders one time actually pulled the core values out on a customer.
I remember that.
So that was kind of funny. But it also got the, you know, it got the customer in a place where at that time it was so new, where, you know, there could be a conversation. But we. I think the thing that we have learned, really, there's two tools that I'll say we got working with the TRC method, but is the first one was, you know, there's something to learn from every review. Even. Even the ones that are sound totally off the wall. I mean, once in a while, there's no truth to them, but a lot of times there's a. There's a grain of truth to it, you know, and so learning how to deal with those better through the program, learning how the team doesn't feel like it's, you know, like people are just being stupid and attacking them, they actually are looking like, okay, they said that we forgot their. The pizza was soggy, you know, whatever. And after a while, you start figuring out what's the actual bottom line here. And so it gives them tools to work on and future training to do.
If your restaurant only works because you work 80 hours a week, it doesn't work.
