What I observed:
Guests unserved:
- For periods long enough that they fidgeted and grumbled to one another
Staff unfocused:
- Waiting for an available register
- Going to the “back room” to retrieve items (leaving other patrons hanging)
- Hurrying to finish an activity and move on
- Rushing – sometimes harried (are they on commission?) (probably)
…and I didn’t hear any up-sell or cross-sell attempts…
Results from building an Engaged Team environment for the staff who provide the tasting and gift shop experience? Increased:
- Retail sales
- Wine Club enrollment
- Customer satisfaction/Promoters
- “Come-back” visits
- Employee satisfaction
Typical solution domains:
Physical layout
- Flow of guests
- Flow of servers’ work
Infrastructure
- Technology
- Registers
Processes
- Re-designed or streamlined
- Standardized
Team Performance
- Measurement and incentives
- Org structure
- Schedule
- Training
Ask for a Process and Performance Maturity Assessment
A brief observation and measurement activity delivering a summary report:
- “What opportunities exist? How big are they?”
- “How do we compare to similar situations?”
- “What could our processes and organization look like?”
And the big one:
- “Where do we start?”