When you think of Hooters® Restaurants, great customer service is NOT generally the first thing that comes to mind, if you know what I mean. I learned recently, however, about the training that servers receive at Hooters, and I'm impressed at its simplicity and its effectiveness. Their system is Repeatability at its very best, which is one of the Laws of Authenticity as outlined in our book, Reality Sells. There are four Cornerstones to the Hooters brand, which are printed on each of the restaurant’s order pads to remind their servers of their importance. Their four brand Cornerstones, according to their order pads, are: • The Hooters® Girls • Quality food, cold beer, and great service • Music and ambiance • Neighborhood restaurant. This is who they are. They don't want to be all things to all people. They only want to be the very best for those who enjoy and appreciate their brand. Each server knows that, and it's clear to them that they're in charge of maintaining that brand each time they serve a guest. They're trained to employ the "4 P's" when guests arrive. They are: • Position yourself - make sure people know you're their server • Pay attention - always know what their needs might be at any time • Put on a smile - you are the brand, so give it your best • Put down a bevnap - get their table ready for the drinks they're about to order. Servers are trained to use the "Lifeboat Theory" of service, which is a cute metaphor for making sure that all the women and children in the party are served first. There are 12 Steps of Service that Hooters servers use, and each is easy to understand and follow. They include things like making sure every guest gets a personal “Hello”, not waiting longer than 30 seconds before acknowledging each guest, making sure ach guest get their food within 12 minutes of placing their order, and returning their change within two minutes. To remind each server, all the steps are printed right on the order pad, which helps in the training process. Too simple, you say? Not at all. That's where the beauty lies. No forty-step processes that are open to interpretation. No guessing if they're doing it right or not. Simple to learn, simple to teach, and simple to correct if there's a problem. Every server knows the system, and they know how to execute it, adding their own personality and pizzazz along the way. Do you have a “system” like this for your staff? And if you do, what does it look like? If yours suddenly seems complex and hard to follow, or loosey-goosey and open to interpretation by whoever's working that day, think about how you can simplify it for your staff. No matter what business you’re in, your customers want a predictable, enjoyable, and efficient service experience. When everyone on the team understands their company's Cornerstones and knows the system, they can consistently deliver on them. Customers can then experience your brand in the same way each time they visit or call, without surprises or disappointment. And that's good for business no matter what's on the menu. If you'd like our free report, 15 Ways To Be More Authentic In Your Business, just send me an e-mail at bill@The800PoundGorilla.com and put the words 15 WAYS in the subject line. I'll send it right out to you.