Читать книгу Shift - Richard Lees - Страница 22

Pret a Manger is a great example of a company that allows and encourages its staff to use EQ when dealing with customers. It gives its customer-facing staff the authority to give away a certain amount of free product each week, but it doesn't specify who should receive that free product.

It's at staff members' discretion who they give those freebies to. I benefited from this policy when I used to buy a coffee from a Pret store near my office every morning. One of the baristas who worked there got to know me and, some days, she'd spot me at the back of the queue and nudge me to the front, hand me a free latte and I'd be on my way.

Now, I'm sure that in many instances the barista had mistakenly made a latte when someone ordered a cappuccino, so she had a spare latte and would give it to me. But she had the power to use that mistake to delight a regular customer.