The Quest for Excellence

A couple of decades ago, I worked for a family owned pizza restaurant in Miami, Oklahoma. I had removed myself from the salon industry and had gone to "help out" my sister and her family, as their business grew to unimaginable heights. They/we were head and neck deep in customers, so much so, that we were always rubbing shoulders with someone (literally), as we took care of such a valuable asset. 

Eventually I was made to oversee the dining room experience. That included the monthly training of the wait team. One of our mottos was, "If you have time to lean, you have time to clean." And the 68% rule would unexpectedly be thrown in during our times together, just to see who remembered it and why they thought it was important to know. In our Quest for Excellence monthly meetings, product knowledge was at the top of our list of things needing understood. That, and the cleaning thing...

I can remember cutting out various shapes with labels for toppings that would go on various sandwiches, because those were the items new employees had a hard time remembering. I wanted them to be able to tell a customer exactly what they were getting when they ordered whatever it was they had ordered, so it was a "put the right ingredient on" whatever I chose to give them as a customer order. Our wait team was amazing. They listened. They learned quickly. They were respectful. Mostly...*ahem. And, I'm pretty sure most of the girls & guys remember the car lights shining on the entry doors at close to make sure they cleaned them thoroughly for the morning opening staff (which always complained they weren't). I'm pretty sure the night elves snuck in and dirtied up those doors, because my girls (and guy) were awesome at cleaning. They even learned how to get ALL crumbs out of the booths seats without cutting the leather. I saw more than a few raised eyebrows, on occasion, but they loved me, whether they think they did or not. 😂

It wasn't all a bed of roses, so-to-speak. There were some very trying times. Life is like that, ya know. How else would we learn to do good, if challenges weren't present? There are many stories I could tell about those years at Papazano's, but this post is not about that.

Yesterday, I had gone to the grocery store and because it was so very hot outside, I decided we would just enjoy some Chicken Salad from Chicken Salad Chick in Waverly Place, for our dinner. Sometimes, I will stop in and purchase their made-ahead containers of various flavorings. Always delicious. I do love their Broccoli Salad (sprinkled with bacon bits) AND their Grape Salad (sprinkled with brown sugar and pecan bits) as sides to any main dish. If you know me, you probably also know that I give anything at least 3 times before judging whether it needs addressed. Anything.

Wellll....yesterday was the 3rd time I was graced with an employees attitude that put me over the top. But, since I have mellowed in my old age, I chose to wait and just lay my frustration out on my keyboard, instead of embarrassing the young man by asking if he was having a good day. And possibly some other snyd remark. Yep. I used to be kinda bossy. Kinda rude. Kinda self-serving. Those attributes never go anywhere but down, where they belong.

Here's the low-down on what I'm talking about: With money in hand, I choose my take-out and proceed to the checkout point, where there were 2 employees checking out their customers. The lines were moving smoothly, until it was my turn at the register. The young man behind the register never once looked up to greet his customer. With head down, he continued to fiddle with his computer. I have no idea what he was doing, but pretty sure he did. I waited calmly, although the fact he was ignoring a faithful customer was annoying to say the least. But, maybe he was having a really hard day and I wasn't in too much of a hurry, so...

I didn't time the wait, but it felt longer than it should have been. The only way I knew he knew I was there, was the fact he began to separate my purchases. Still, with his head hanging down, never once speaking a word or making eye contact. He was just going through the motions of a job needing done. Since this was my third interaction with him, in as many weeks, I'm beginning to think he must have a hard life, or is just indifferent to life. Remember the 68% rule? It was about to kick in. Look it up, if you have no idea what I'm talking about. I asked him a couple of questions about toppings they offer for a couple of my choices, which he answered with a closed mouth "um-hum", head still down. This dude would never be able to identify any part of me in a line-up. Guess I should be thankful.

To be fair, I do think he mumbled something about me having a "good" or "nice" day, as I was leaving. I can't be 100% sure about that, because as I turned to leave, my last view of him was with his head still down. 🤷‍♀️

Life can be hard. I do understand that. What I don't understand is why businesses aren't more mindful of their employees and make sure they are okay. Mentally, if not physically. Both, really...but the emotional state of a human being (especially being used in a service position to customers), is of vital importance. Not just for the employee, but for the business as well! Good grief! I just don't get it.

When I went back to the beauty industry, after leaving Papazanos (Miami, remember?), I leased a building for a couple of years on the South side of town, then moved to North Main where I purchased land and a building. After gutting the building and creating a spa-like atmosphere, inside, and out, I began the process of hiring. Each potential employee had to pass 3 reviews by having 3 meetings with me. Then, they had to sign a document that outlined who the business was, what they could expect from me, and what was expected of them. That cut down on surprises. One of those things I expected of them, was that although I understood life can throw us a curve that creates a lot of stress, they would have to be able to leave those difficulties at the back door when coming to work, and walk into the salon with a smile on their face and gratitude in their heart for having a job where clients choose them to take care of what they viewed to be a very important part of their confidence. They were to come to work with clean clothes and hair done. Our customers hair always made a statement that either gave them great confidence, or made their load heavier. The employees were to be able to step away from their own problems for the time they were serving others, and make that time about the customer...never pouring their own problems onto the customer. Then, upon leaving the business for the day, they could pick that problem back up and try to find a solution, so their own spirit would be lifted the next day.

I wish businesses would hire me to train their employees since it appears they can't find the time. I would go once a month (maybe twice, depending on the need), to each business that hired me. The Quest for Excellence would be launched in each business. Wouldn't you, as a customer, enjoy a smiling face that genuinely offered you a blessing for your day? 

Always searching for excellence, here you'll find me...in Mary's World.