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
