Recognize, Reward Behavior You Want Repeated!

How do you get people

???to do what you want …

???????them to do!

????????????Think … you know the answer.

You like to be recognized and …

????You like to be rewarded.

It’s Simple!

???People like to be Recognized!

???????People like to be Rewarded!

Here is an example of one of my methods.?

While I worked at Chick-fil-A, I enjoyed making unannounced visits to the restaurants.???

Outside the Atlanta area the restaurant employees would not know that I was a member of the support staff.?That permitted me to go in, order food, be served, be seated, and evaluate the experience like any customer.

Suggestive selling is very important in the food service business.?Obviously, it is a method to increase sales, but the main purpose is to …?

????help the customer enjoy a complete and satisfying meal.?

Some employees were reluctant to suggest … they felt like it was pressuring customers to buy more.

To teach Suggestive Selling as a benefit for customers to round out their meals, I made unannounced visits to Chick-fil-A restaurants.?If the employee that waited on me suggested … anything, … I would buy it.?

After I paid for my meal, I would make a big deal of …

????recognizing the employee’s performance and present a …

???????????reward as a long-term reminder of the event.

This is how it worked.?

At lunch time …??

????I entered the Chick-fil-A restaurant in …?

????????Newgate Mall in Ogden , Utah.?

I walked up to the counter, said nothing and just stood there

“May I help you?” Sarah* asked …

???????in a pleasant voice with a nice smile.

“I would like a Chick-fil-A Sandwich,” I said …

?????without any facial expression.

“Would you like some fries to go with it?” she asked.

????“I’ll take fries,” I replied.

“Would you like a large order of fries?” she asked.

???“I’ll take a large order,” I replied.

“We have delicious cole slaw made fresh every day,” she said.

????“I’ll take cole slaw,” I replied, still no facial expression.

“Would you like a large serving,” she asked with that smile.

???“I’ll take a large serving,” I replied.

“We also have freshly made lemonade,” and smiled again.

???“I’ll take Lemonade,” I replied.?

“Large,” she asked in her pleasant tone.

???“I’ll take large,” I replied.

“You have ordered a very nice meal. We have a delicious lemon meringue pie that would be a perfect finish for your meal,” she said with that beautiful smile.

??“I’ll take lemon pie,” I replied.

“Whole pie?” she asked.

????“I’ll take whole pie,” I replied.

After paying her, we both laughed and acknowledged her fantastic performance of Suggestive Selling.

We made so much noise that everyone was curious and wanted to find out what we were doing.?At that time, the Operator (franchisee) came out of the kitchen, and was surprised to see me there.

I asked the Operator to gather all his employees around us and I also invited the customers to come see what was going on.?

I told Sarah* in front of everyone that she was a Great Suggestive Seller, and she was being awarded a prize for her outstanding performance.

Sarah’s award was … a brand new … $2 bill!

Recognize, Reward

???Behavior … You Want

????????Repeated!

During my many years with Chick-fil-A, I Rewarded hundreds of new $2 bills to Recognize our outstanding Suggestive Sellers.?

This is part of a series of articles on my journey From Critic to Encourager.??I will post more.?

I invite you to join me in my journey …?

From Critic to Encourager!

--- Jimmy Collins

Like stories? My latest book?Jimmy’s Stories?is available on Amazon.

Career advancing principles are in my book,?Creative Followership. Available on Amazon.

* Actual names are only used with permission.

#reward #recognize #sell #support #encourage #chickfila #leadership #followership