Hardee's "Your Reputation is on the Line"

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44s [SPEAKER_00]
, is that the way we want our customers to remember their visit to Hardee's?

48s This happened because somebody got careless in bagging his order and didn't follow procedure.

54s Hi, I'm Hope, and I take pride in my work as a frontline cashier.

59s I don't want my customers to have problems because I didn't do my job right.

72s Thank you, ma'am.

73s Have a nice day and come back.

75s [SPEAKER_01]
Thank you.

78s [SPEAKER_00]
I love to see customers happy.

80s It gives me a great feeling.

83s In fact, the way I see it is when a customer walks in the door, your reputation is on the line.

90s The front line, that is.

99s Treating customers right means more than just a smile.

103s It means doing everything right, even little things.

108s For instance, the way I greet customers, the condition of the dining room, even the way sandwiches are placed in a bag are all important.

118s So let's take a look at working the front line in a way that will win customers.

125s When a customer approaches, I spring into action.

128s And I've learned that a smile usually makes even grouchy customers easier to work with.

135s And remember, don't always use the same greeting.

139s On our front line, we greet customers in many ways.

143s Hi, welcome to Hardee's.

144s May I help you please?

145s Hi, what can I get for you today, Mr. Smith?

148s Your usual?

149s Hi, can I take your order please?

151s If we know a customer's name, we use it.

154s But the main thing is to be yourself and relax.

158s Don't say the same thing over and over again, like a broken record.

162s Hi, welcome to Hardy's.

164s Hi, welcome to Hardy's.

164s Hi, welcome to Hardy's.

165s Hi, welcome to Hardy's.

167s Hi, welcome to Hardy's.

169s After the greeting, the next critical step is listening.

175s How many times have you seen a cashier get distracted like this?

181s This is not a professional way to do business.

184s This kind of behavior gives us a bad reputation.

188s And we want a reputation of being friendly, attentive, and fast in filling the order.

194s Remember, we're shooting for a speed record of sixty seconds or less.

199s One key element in speedy service is filling orders in the right sequence.

204s That means you get the drink first, then the sandwich, the desserts third, and last of all, the fries.

214s See, I told you we were fast here.

217s When we don't follow sequence, we tend to get lost.

220s Watch this cashier.

235s Which way will she go first?

239s Okay, finally going for the fries, huh?

243s Well, they get cold fast.

244s Better hurry.

250s Now what?

251s [SPEAKER_01]
The apple pie, huh?

258s [SPEAKER_00]
Now, back to look at the list again.

261s Sure would help if she had remembered the order.

265s Finally, the sandwich.

271s and the drink.

273s How much time?

275s Seventy-five seconds.

278s [SPEAKER_01]
Here's your order, sir.

279s Thank you.

280s Thank you.

283s [SPEAKER_00]
Now watch the difference when we remember the order and follow the right sequence.

289s Here's your change.

293s First, I get the drink.

301s Then the sandwich, the dessert, and the fries.

312s Thank you.

312s Come back to see us.

316s Time, twenty-six seconds.

320s So remember this sequence and follow it.

323s Drinks, sandwich, dessert, fries.

326s It saves you steps and your customers time.

331s But that's not all.

333s The right sequence is also important to keep the food fresh.

341s Whether it's fries or sandwiches, never serve food that's gone past its holding time.

351s Ma'am, we're in the process of cooking some fresh bacon cheeseburgers.

355s If you'll have a seat, I'll bring them right out to you.

358s Don't forget about me.

359s No, ma'am, I won't forget.

360s I'll bring them right out.

364s If a customer has to wait for something to cook, I let them know right away and I keep an eye on it so I can take it right out when it's ready.

373s If you explain delays to customers, they usually don't get upset.

379s Hi, can I help you?

381s Whenever an order is to go, we follow the same sequence for filling the order.

399s Remember to lay box sandwiches flat.

401s That way a customer won't be attacked by a blob of mayonnaise when he opens the box.

409s Now, this brings us to another area where our reputation's on the line.

413s Handling kids.

415s Just look at this little guy.

416s His big chance to place his first order and nobody's paying him any attention.

422s Hi, can I help you?

427s We need to treat kids like adults.

430s Smile.

431s Take their order and be as helpful as possible.

435s their parents are often at the table watching and you want to make a good impression on them too.

441s Here you go.

443s And I put your change in the bag.

448s It's a good idea to put a child's change in a small bag and write the word change on it.

454s Parents really appreciate it and it helps keep nickels and pennies from rolling around.

462s Now, those are just a few of the basics for earning a good reputation and making customers happy.

468s But here are a couple more areas to quickly cover.

471s First, teamwork.

474s If you're not busy, help out a cashier who is.

477s You can draw drinks or help assemble the food order.

489s Finally, we need to have enthusiasm about our secondary assignments.

494s You know, checking the bathroom or cleaning the dining room.

500s I don't always love to clean up, but again, my reputation's on the line, and I use clean up as a chance to get to know customers.

509s Chatting with customers makes even sweeping more enjoyable.

513s At least the time passes faster.

517s You know, I'm not sure what kind of work I may be doing after college, but I do know I've learned a lot here, making customers happy, selling, even how to keep a place tidy.

529s Hi, Hope.

529s Hi, and I love it when customers remember my name.

534s Like I said, when a customer steps up to the front line, my reputation's on the line.