GREAT Customer Service
E is for Efficiently, how is that defined?
As fast as you can go while still perfect!
All Pete and Mike's favorite SUNDAES are automatically made using what color scooper? Why?
Green, they're medium sundaes
If a guest asks about an ingredient in a flavor what should you do?
Grab the allergy book and help them find the answer.
All Mitchell's questions start with
Would you like
A is for
Accurately ring the guest out at the register
A turtle sundae has what type of nuts?
Pecans
What do you offer on top of build your own Sundaes?
Shakes?
whipped cream and chocolate shavings
All interactions end with
thank you
T is for?
Thank them even if they thank us!
What should be the 2 top most things on all PM favs?
Whipped cream and a cherry all other toppings go below!
What vegan options do we have? Are those the only egg free options?
List, no can check the allergy book
If a customer is unhappy with their item what do we do?
Offer to replace, then gift card, then refund
G is for?
And example
If a customer wants to alter a PM fav in anyway can they?
Yes! Substitutions are welcome.
What do you do when a guest says they have an allergy?
ask if they want to see the allergy book, make their allergy item for them, give it to them repeating what you are giving them (This is your ALLERGY Scoop of...)
What is our number one goal at Mitchell's?
To be the friendliest place in town and make guests days better
R is for:
RESERVING 100% of your attention and avoiding side conversations
What should you do if you are not 100% sure of what toppings go on a sundae?
The cheat sheet by hot fudge/caramel we NEVER guess
Why is it so important that we never guess about what is in something or make decisions on behalf of customers?
If a guest is short with you what should you do?
be as kind and patient as possible and move on, don't let it ruin your day.