Home > Business > Great customer service- A look at Pret Manger

Great customer service- A look at Pret Manger

國際金融中心商場Pret A Manger Category:Cafés in Hong K...

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As I travel, I see the difference in the type of service that you receive. Different companies have different ideas about customer service. I have noticed that in South Africa the service you get depends on where you are. If you shop in Melrose Arch, Sandton City, you are greeted at the door and given really good service. If you go down the road to Alex, it is as if you are a pest and the sales people are doing you a favor by serving you. The same shops have different service levels depending on the location. Customers need to be treated well regardless of the location of the business.

Prêt Manger a London based Sandwich Company set itself apart from its competitors by clearly defining and communicating its mission. Their mission was ‘To create handmade, natural food, avoiding additives and preservatives common to so much of the prepared and fast food markets today’.

1. Perfect ingredients

All ingredients used are of the highest standard. To create amazing food, it is necessary to use the best ingredients and this begins by choosing the best suppliers and always accepting only the best quality ingredients from them. Clerks are reminded to weigh, wash and ensure that ingredients are fresh.

2. Picture perfect

Customers expect the same food everyday. The standard needs to be consistently high all the time. There is no room for shoddy work and each sandwich is made to perfect by following the same recipe for each and every single thing. They prepare and follow cooking times for hot food. As an aircraft engineer, even after carrying out the same procedure for twenty years, one was still required to use a manual each time you carried out work. This ensures that there are no short cuts that can lead to errors. In aviation such errors can cause catastrophic results. Prêt understood that people eat with their eyes and ensured that the customer received the same quality sandwich each day.

3. Passionate about perfection

To ensure perfection, staff pays attention to every little detail. Sauces are spread on the sandwiches completely to the edges and ensure that fillings are full and showing, not allowing bread crusts to touch. Prêt sandwiches do not disappoint. You won’t find the filling just on the edges that are on display with the rest of the sandwich bare. Staff are encouraged to take pride in what they do, that is making someone’s lunch.

4. Perfect packaging

Staff are instructed not to top or wrap more than five sandwiches at a time to keep sandwiches fresh. After building the required number of sandwiches all unused ingredients are returned to the fridge immediately after use and to send all fresh finished food straight to the shop.

Prêt aims to manage customer expectation. They have a standard of excellence and realize that someone’s lunch is worth all the effort and attention to detail. Customers are served their beverages and food within sixty seconds of ordering. Queues are kept to a minimum of three people and regular customers are greeted and recognized and valued. Service extends to shop presentation and cleanliness of shops and staff uniform. There is no doubt that customers are valued at Pret. It is no wonder that Prêt has grown from just one shop in London to shops around the UK and around the world.

These few lessons from Pret show us that by taking pride in what we do no matter what it is we can build great businesses. By putting the customer first and maintaing a standard of excellence, not just in word, Pret has built raving fans who are happy to repeatedly buy from Pret.

Customers are:

  • The most important people in any business.
  • Not dependant on us, we are dependant on them.
  • Not an interruption of our work, they are the purpose of it.
  • Doing us a favour when they come in. We’re not doing them a favour by serving them.
  • A part of our business, not outsiders.
  • Not just a statistic. They are flesh and blood human beings with feelings and emotions, like ourselves.
  • People come to us with their needs and wants. It’s our job to fill them. Deserving of the most courteous and attentive treatment we can give e them. The lifeblood of this and every other business. Without them we would have to close our doors. (Don’t forget it!)
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Categories: Business
  1. Edith Catanzarite
    December 9, 2012 at 8:43 pm

    if you open a business, customer service is always a must. `

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