Archive for March, 2017

Estar Dispuesto A Romper Las Reglas

Friday, March 31st, 2017

Muchas veces los empleados dejan de seguir las reglas una y otra vez, ¡excepto el único día en que no queremos que lo hagan porque la regla obviamente estaba mal! ¿Le pasó esto alguna vez? Es un patrón repetitivo que… para serles franco, ¡me enfurece! Los reglamentos establecidos por el bien de seguir las reglas con frecuencia castigan a clientes inocentes que no tienen por qué estar al tanto de nuestros sistemas. Por eso, a pesar de que queremos que nuestro personal se rija por nuestras “reglas”, también queremos que piensen por sí mismos, que tomen decisiones en el contexto de la “Gráfica sobre la perspectiva del negocio” y que entiendan y actúen en base a la realidad, en la que a veces tenemos que romper las reglas o ignorar un sistema para poder atender mejor a nuestros clientes.

Una manera de combatir esto es recordarles a todos los empleados que nuestros sistemas y reglas se establecen sólo para ayudar a ofrecerles efectivamente un servicio de excelencia a nuestros clientes. Y cuando lo necesiten, queremos que rompan las reglas con el fin de dar un mejor servicio. Nos referimos a esto específicamente en nuestros Principios Guía: “Entendemos que nuestras acciones tienen gran impacto en nuestros clientes. Nos reservamos la flexibilidad de hacer excepciones a ciertas reglas cuando sea el cliente quien se beneficie con ello. No hacemos responsables a nuestros clientes por no conocer nuestros sistemas”.

Lo que esto significa en la práctica es que le pedimos específicamente a nuestro personal que esté listo para romper las reglas con el fin de darles un mejor servicio a los clientes. Sabemos que cada regla tiene su excepción, y lo último que queremos hacer es tratar a nuestros clientes según la ley de los promedios. Por el contrario, cada cliente quiere un servicio especial. De hecho, le pedimos específicamente a nuestros empleados que busquen la forma de “¡sólo decirles que sí!” a los clientes si ven la forma en que podamos satisfacer sus necesidades (ser creativos en este sentido).

¿Cómo se traduce esto en la práctica?

Tenemos un cliente que va al “Deli” todos los sábados. No es el tipo más fácil de tratar. Tiene muy buen gusto y es muy exigente; sabe muy bien lo que quiere o lo que no quiere en un día determinado. A menudo, lo que tiene ganas de comer no está en el menú. Pero en vez de leerle las reglas, las hemos ajustado para adaptarlas a sus necesidades. Sólo un gerente toma su orden. Un gerente o un supervisor es siempre quien la prepara. Es por ello que ya hace 15 años que regresa sábado tras sábado. Y como es muy expresivo con lo que piensa, yo sé que anda diciéndole a la gente que debieran venir a Zingerman’s también para tener una buena experiencia.

Being Willing to Break the Rules

Have you ever had the experience that staff members will fail to follow the rules over and over again, except for the one time that you didn’t want them to follow the rules because the rules were obviously wrong? It’s a repetitive pattern that…well, to be blunt, makes me crazy! Policies adhered to for the sake of rule-following frequently punish innocent customers who weren’t up to speed on our systems. So, while we certainly want our staff to adhere to our “rules,” we also want them to think for themselves, to make decisions in the context of the Business Perspective Chart, and to understand and act on the reality that sometimes we have to break the rules or ignore the systems in the interest of taking care of our customers.

One way we work to combat this is to remind everyone who works here that our systems and rules are only set up to help to effectively get great service to our customers. And that when they need to, we want our staff to break the rules in order to give better service. With this in mind, we specifically address this in our Guiding Principles by saying that, “We understand that our actions have an impact on our customers. We retain the flexibility to make exceptions to our rules when it is in the best interests of our guests to do so. We do not hold our guests responsible for not being familiar with our systems.”

What that means in practice is that we specifically ask our staff to be ready to break the rules in order to give better service to customers. We know that there are exceptions to every rule, and the last thing we want to do is handle our customers based on the law of averages. To the contrary, every customer wants special service. In fact, we specifically ask staffers here to find a way to “Just say yes!” to customers if there’s any way we can possibly meet their needs (think out of the box here).

What does this look like in practice?

We have one customer who comes into the Deli every Saturday. He’s not the easiest guy in the world to deal with. He has very good taste and very high standards, and he’s very particular about what he wants—or doesn’t want—on any given day. Often, what he’s in the mood for isn’t on the menu. But instead of reading him the rules, we’ve adjusted the rules to fit his needs. Only a manager takes his order. A manager or a supervisor always prepares it. As a result, he’s been coming back Saturday after Saturday for probably 15 years now. And because he’s very vocal about his feelings, I know that he’s out in the community telling people why they too should come and experience Zingerman’s.

Extracto de Guía Para Un Servicio De Excelencia

Excerpt from Zingerman’s Guide to Giving Great Service


3.14

Tuesday, March 14th, 2017

Cretan “Hand Held” Pies

Happy Pi(e) Day, everyone! Here’s a little pie recipe that was created for Zingerman’s Guide to Good EatingMany chapters and recipes end up being left behind in the editing process of a book like this, which leaves us with a file of extra bonus material! This recipe is a particularly yummy savory effort to serve alongside your favorite fruitful pies today. Wonderful little pies that you can serve at almost anytime of the day. If you’re using them for hors d’oeuvres or snacks you can make smaller pies; for main courses the larger size will work well. You can also eat them for breakfast drizzled with some good thyme honey.

Pastry

1 1/2 cup all-purpose flour

1/2 teaspoon sea salt

1/3 cup plus 2 tablespoons extra virgin olive oil, preferably Greek

1/4 cup milk, kept very cold

Additional olive oil for brushing over pies

 

Filling

5 ounces Greek feta, crumbled

3 tablespoons finely chopped green onion, green part only

2 tablespoons chopped fresh mint

1 tablespoon chopped Italian parsley

1 egg, lightly beaten

1/4 teaspoon cracked black Telicherry pepper

1/8 teaspoon grated nutmeg, preferably freshly ground

 

Preheat oven to 425° F.

 

For Pastry:

Combine the flour and salt in a medium bowl.

In a second, smaller bowl, whisk the olive oil and milk together. Make a well in the flour and slowly pour the milk/oil mixture into the center. Using your hands slowly mix the flour with the liquids until the dough forms.

Knead the dough for a few minutes. Let rest, wrapped in plastic wrap or covered with a damp towel while you’re making the filling.

For the filling:

Gently combine all the filling ingredients together in a small bowl. Taste for salt, pepper, and nutmeg and add more if you like.

To assemble:

Roll out the dough thinly on floured surface. Cut 5-inch rounds out of the dough. Fill the center of each round with 2 tablespoons of the cheese mixture.

Fold the dough over the filling to form half moons, then pinch or crimp the edges with a fork. (To make smaller pies use a 3 inch round and only 1 tablespoon of filling per pie.)

Brush the top of each pie with a little olive oil.

Bake in 425°F oven on an ungreased baking sheet for 20 minutes or until the pies are golden brown all over.

Makes 4 to 6 large pies, 10 to 12 mini pies