The Potbelly Promise

In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on the front line to support the customer experience. Place–The location where your products and services are offered–physically or virtually. Process–Policies, procedures and guidelines … Read more

Do You Provide Excellent “Crappy” Service?

“Service is not only a matter of being pleasant to customers—just as being a doctor is not only a matter of having a comforting bedside manner—but also of understanding the systems that make customer satisfaction possible.” “Understanding how and why the whole system works is the fundamental expertise of service professionals.” “Ideas at Work, “ … Read more