Day 125 - 12 May 95 - Page 24


     
     1        frequently?
     2        A.  That is the recommended -- that is the policy.  It does
     3        not mean that performance or wage reviews are not conducted
     4        more often than that.  That is the minimum.  So, if the
     5        policy says that includes two performance wage reviews per
     6        year based on hire date, there may be occasion or good
     7        reason why a Store Manager, after consultation with the
     8        Area Supervisor and his boss, that we might conduct it
     9        three times in the course of a year or four times in the
    10        course of the year, depending upon the nature of the
    11        business climate.  So, this is not set in stone.
    12
    13   Q.   For the review, in this country we have heard about some of
    14        the things employees are marked on; they include whether or
    15        not they smile enough at the customers coming in; is that
    16        the same for America?
    17        A.  Yes.
    18
    19   Q.   Whether or not they use selling up and suggestive selling,
    20        encouraging the customers to buy more than they have
    21        intended to purchase when they came into the store.
    22        A.  Suggestive selling is also an area that we recommend to
    23        our window people, yes.
    24
    25   Q.   You would mark them on that?
    26        A.  No.  When you say "mark them on that", no, that is
    27        something that we would encourage them to do, but to
    28        suggest that a person would be denied a raise because they
    29        do not suggestive sell is not true.  I mean, that
    30        just -----
    31
    32   Q.   Would it be part of a general marking on whether or not
    33        they were following the Company's general advice on how to
    34        serve the customers?
    35        A.  Well, let me answer your question this way:  Obviously,
    36        if we want -- we want all of our employees to be friendly
    37        and courteous to one another and also to the public when
    38        they interact with the public, particularly our window
    39        people, our cashiers.  They are the ambassadors.  They are
    40        up front.  They are making constant contact with our
    41        customers.
    42
    43        We feel it is important, very important, for them to extend
    44        themselves in a courteous friendly manner so that the
    45        customer feels welcome, that when they are giving an order
    46        or if they are changing an order or if they asking for
    47        something special, they are not getting a snarl or a funny
    48        look from the customer (sic) like:  "Why are you
    49        interrupting my day?"  I mean, the reason we are there is
    50        to serve the customer.  So, we think it is important that, 
    51        you know, these things we think are important. 
    52 
    53        So, as a part of the orientation, as a part of the
    54        training, we try to explain this to all of our employees,
    55        whether they are in the grill area or they are at the
    56        window, that this is important because it helps to build
    57        business.  If you, as a customer, find that the operating
    58        environment in a restaurant is friendly and courteous and
    59        that your needs are met, then you are most likely going to
    60        come back and again and again and tell your friends and

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