Samantha Irwin explains how every department shapes customer experience. A clean bathroom sets expectations for the kitchen. When teams understand their purpose and use tools like a Culture Deck, service quality improves across the whole organization.
Everyone is interconnected whether or not they think it is. All right, we're serving our customer. They are having an experience with every department. Now, when each department understands their purpose and they are treating their guests great and they're using things like the Culture Deck and training to uplevel their skills, the entire experience for the customer is better because Let's face it, you're guilty or innocent by association. I don't know if the kitchen gets 5-star reviews, but I do go into the bathroom and that perceives what happens in the bathroom gives me an inkling or perception of what's coming out of the kitchen. It matters a lot. It matters so much.
